AccountId: 011433970860
ContactId: 5e6e8319-5a71-4e68-88ee-53f0c6e06af6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131520 ms
Total Talk Time (AGENT): 60826 ms
Total Talk Time (CUSTOMER): 51327 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/5e6e8319-5a71-4e68-88ee-53f0c6e06af6_20250128T22:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling AP. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII] and I was just calling to, um, check to see if this requires or follows authorization of the um primary.
[AGENT][NEUTRAL] OK, sure, I can assist you with authorization information and you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII], yes, [PII]
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] Thank you and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah it's gonna be 02485390.
[CUSTOMER][NEUTRAL] And
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What is the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] And what type of procedure um is he having done?
[CUSTOMER][NEUTRAL] This will be an injection or infusion J 9145 is the CPT code.
[AGENT][NEUTRAL] Is this gonna take place in outpatient facility, hospital, or office?
[CUSTOMER][POSITIVE] Outpatient facility is correct.
[AGENT][NEUTRAL] Thank you. Um, authorization is not gonna be required. We follow primary. So as long as they approve and apply towards the deductible co-payment and co-insurance, then we'll take it from there.
[CUSTOMER][POSITIVE] Perfect. I'm gonna.
[CUSTOMER][POSITIVE] OK, and so they did go ahead and give me the approval for that so thank you so much. What was your name again?
[AGENT][NEUTRAL] You're welcome. My name is [PII]. That's [PII]. Last [PII] is [PII]. Is there anything else I'm gonna help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Could we do a good reference number or should I just do today's date and time?
[AGENT][NEUTRAL] Uh, it's gonna be my name in today's date. We don't have reference numbers.
[CUSTOMER][POSITIVE] Perfect, that's perfect. Thank you so much. You have a great day.
[AGENT][POSITIVE] You're welcome you as well and thank you for calling APR have a good evening. Bye bye.