AccountId: 011433970860
ContactId: 774b0a1a-b057-40c3-9f81-92e8dc71b59f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273619 ms
Total Talk Time (AGENT): 100982 ms
Total Talk Time (CUSTOMER): 52436 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/774b0a1a-b057-40c3-9f81-92e8dc71b59f_20250619T21:20_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, [PII], this is [PII]. I am calling from BJC pre-arrival. I am calling in regards to a patient to see if they need a prior authorization for a procedure.
[AGENT][NEUTRAL] OK, sure. I can assist you with pre-authorization, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah it's [PII] option 3.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01897873.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and birth date is [PII].
[AGENT][NEUTRAL] OK. Um, thank you, Miss [PII]. OK. Uh, it looks like [PII].
[AGENT][NEUTRAL] It's not active. Let me check and see why.
[AGENT][NEUTRAL] 01 moment.
[AGENT][NEUTRAL] On the.
[AGENT][NEUTRAL] Let's see if I got any email, give me one.
[AGENT][NEUTRAL] OK, so that should be corrected.
[AGENT][NEUTRAL] Let me check with customer service one more time just to make sure, even though they say that they fixed that, but let me double check because it's not fixed in my end yet. So if you don't mind holding for me, Miss [PII], I can get a better answer for you just to make sure, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah you're great thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me, Ms. [PII]. OK, she is active. Um, the effective date for her is [PII]. It is active at the moment. And what type of service is being rendered for pre-op?
[CUSTOMER][NEUTRAL] Um, she is getting an MRI of the brain. I'll give you the CPT number here. Hold on one second. It is 705-53.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. And um this is gonna be taking place in outpatient facility, hospital, or office?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] Outpatient facility. OK, authorization is not gonna be required because this is a secondary policy.
[CUSTOMER][NEUTRAL] Perfect and then do you have a call reference number for me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers, you can use my name in today's date if you would like, Miss [PII].
[CUSTOMER][NEUTRAL] OK, can you spell your name for me?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][POSITIVE] Awesome alright thanks [PII]. You have a great day.
[AGENT][POSITIVE] You as well and thank you for calling APL. Have a good day, Miss [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Um