AccountId: 011433970860
ContactId: 6daaa1cf-0864-4b29-9ebd-370c6cbc0c82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309149 ms
Total Talk Time (AGENT): 96996 ms
Total Talk Time (CUSTOMER): 91028 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/6daaa1cf-0864-4b29-9ebd-370c6cbc0c82_20250210T16:23_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII]. Good morning from the provider's office.
[AGENT][POSITIVE] Good morning. How can I assist you, [PII]?
[CUSTOMER][NEUTRAL] Yes, I'm calling today to check CPT codes if they require authorization from you.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and I'm sorry, what is your first name, initials, your last name?
[AGENT][NEUTRAL] My first name is [PII]. It's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] No problem. And could I get the policy number, please?
[CUSTOMER][NEUTRAL] D for Delta 476-56831.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Um, do you have the social or I can look them up by name and date of birth? Or if you see a number that begins with [PII] or [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Let me see, that's what in the chart. I don't know why.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, I'm not showing any other.
[AGENT][NEUTRAL] I can look them up by social or name and date of birth.
[CUSTOMER][NEUTRAL] Social, I only have the last four digits.
[AGENT][NEUTRAL] OK. What's
[CUSTOMER][NEUTRAL] The name
[CUSTOMER][NEUTRAL] [PII] is the first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. No one's coming up under that name. Let me try one more time.
[CUSTOMER][NEUTRAL] Is it 90 degree benefits?
[AGENT][NEUTRAL] Um, I think I found him. Please verify his date of birth.
[CUSTOMER][NEUTRAL] Oh, OK. [PII].
[AGENT][NEUTRAL] OK. Yes, I found him in our system. Would you like his policy number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. The policy number is
[AGENT][NEUTRAL] 025.
[AGENT][NEUTRAL] 76626.
[CUSTOMER][NEUTRAL] 2602576626
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] One moment, I'll just put a note about the policy number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, first thing before we like uh proceed with the authorization requirement we needed to verify if we are in network.
[AGENT][NEUTRAL] OK. Well, just let me advise you that verification of coverage does not guarantee payment of claims, and I'm showing that that under this policy, the effective date was [PII]. The policy is still active and there is no network. We work with our providers and there's no authorization required for any of the services.
[CUSTOMER][NEUTRAL] So you can be billed regardless of networks.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And no authorization is required.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Is that applicable to all procedure codes?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Do you have like a uh.
[CUSTOMER][NEUTRAL] Reference.
[AGENT][NEUTRAL] A reference number for the call? Yes, you can use my name and today's date for the reference number.
[CUSTOMER][NEUTRAL] Number
[CUSTOMER][NEUTRAL] AM
[AGENT][NEUTRAL] Mhm. And today's date.
[CUSTOMER][NEUTRAL] [PII], that's it.
[AGENT][NEUTRAL] Yes, sir. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's it thank you so much you have a wonderful day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL mm bye.
[CUSTOMER][NEUTRAL] Bye bye.