AccountId: 011433970860
ContactId: 5fe80634-7469-4143-928e-df8fba319faf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120720 ms
Total Talk Time (AGENT): 59419 ms
Total Talk Time (CUSTOMER): 37247 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/5fe80634-7469-4143-928e-df8fba319faf_20250319T19:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII], and I'm calling from the provider's office. I have, um, a CPT code. I need to see if it will require prior authorization for outpatient hospital.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, that would be 785155.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It'd be [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Uh, thank you, ma'am. Give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm showing that policy number you gave, uh, the policy terminated [PII] of this year. He does have a current policy and I'll give you that number when you're ready.
[CUSTOMER][POSITIVE] OK, thank you, yep, I'm ready.
[AGENT][NEUTRAL] OK, it is 257-8802.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Effective [PII].
[AGENT][NEUTRAL] And the policy is active.
[AGENT][NEUTRAL] And with this policy being secondary, we don't require any prior authorization for any services. It would depend on if it's needed for the primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK great and um [PII], may I get a first and to your last name and a reference number for our call?
[AGENT][NEUTRAL] Sure. Uh, it's Q as in Quebec, and you may use my name at today's date if you like as a reference.
[CUSTOMER][POSITIVE] Alrighty well thank you so much I appreciate your assistance.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII]. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You're welcome same to you bye bye.
[AGENT][NEUTRAL] Bye.