AccountId: 011433970860
ContactId: 517fa4d3-c719-488c-984b-debc3535bc59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168899 ms
Total Talk Time (AGENT): 68958 ms
Total Talk Time (CUSTOMER): 55216 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/517fa4d3-c719-488c-984b-debc3535bc59_20250521T13:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Northeast Regional Medical Center. I was calling to verify if an office required for insurance for a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with authorization, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, yes, it is 1,341,910.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. And what type of service is being underina?
[CUSTOMER][NEUTRAL] Uh, are you wanting the CPT codes?
[AGENT][NEUTRAL] No, you can just give me a description.
[CUSTOMER][NEUTRAL] Um, then I'd have to look them up because I, there's several.
[AGENT][NEUTRAL] Oh, OK, um, I just, yeah, if you don't mind.
[AGENT][NEUTRAL] I just need to know what exactly what they're doing.
[CUSTOMER][NEUTRAL] Uh, so the
[CUSTOMER][NEUTRAL] Yep, so the first one is going to be um nuclear medicine procedure.
[CUSTOMER][NEUTRAL] Tomographic perfusion imaging.
[AGENT][NEUTRAL] For testing.
[AGENT][NEUTRAL] OK. And uh this is considered an office, correct?
[CUSTOMER][NEUTRAL] The outpatient hospital facility.
[AGENT][NEUTRAL] As Hospital. OK, thank you. All right, um, so this particular policy is one of our secondary supplemental plan to the major medical authorization is not gonna be required.
[CUSTOMER][NEUTRAL] For anything?
[AGENT][NEUTRAL] No, because we're just a secondary.
[CUSTOMER][NEUTRAL] Alright, and may I have your name please?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Alright, and do you have a call reference number for this?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alright, that was all I needed to know, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you