AccountId: 011433970860
ContactId: 473a9d39-1881-4879-9af4-b8c3e3c8d20f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168669 ms
Total Talk Time (AGENT): 66457 ms
Total Talk Time (CUSTOMER): 53089 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/473a9d39-1881-4879-9af4-b8c3e3c8d20f_20250220T16:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] I'm calling from Memorial Healthcare, and I was calling to see if prior authorization was needed for a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with the, and Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 500086-670-00.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm, um, that's too many numbers to be one of our policy numbers, Ms. [PII]. Do you have the copy of the card?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, um, do you have the one that says APL?
[CUSTOMER][NEGATIVE] Oh, of course not. I, I'm the wrong card, hold on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is
[AGENT][NEUTRAL] All right. Mhm.
[CUSTOMER][NEUTRAL] 02230087
[AGENT][NEUTRAL] OK, let me try that one.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me try this one more time. 20087. OK, what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Thank you and what type of services name under?
[CUSTOMER][NEUTRAL] Um, it is an ultrasound, CPT 76,700.
[AGENT][NEUTRAL] OK. And the ultrasound is taking place in a hospital, outpatient facility, or office?
[CUSTOMER][NEUTRAL] Outpatient?
[AGENT][NEUTRAL] Outpatient facility? OK, so pre-authorization is not gonna be required.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We are the secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect um do you have a call reference number I can use?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you need the spelling or any other information?
[CUSTOMER][POSITIVE] Alright thank you
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] Um, no, I got it.
[AGENT][POSITIVE] Alright, well thank you for calling ATL. You have a good day, Miss [PII].
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][POSITIVE] Thank you, bye bye.