AccountId: 011433970860
ContactId: 788982d3-00a8-4ef3-9026-dde732da0ac0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180240 ms
Total Talk Time (AGENT): 52572 ms
Total Talk Time (CUSTOMER): 70989 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/788982d3-00a8-4ef3-9026-dde732da0ac0_20250221T16:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm actually trying to figure out how to do a pre-cert for 4 CPT codes for a patient that seems to carry your insurance.
[AGENT][NEUTRAL] OK, and you're the provider?
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and my extension is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Um, I actually don't think that the patient provided us with that direct card. I just got moved over from 90 Degree Benefits, um, because I called them first. Is there any way that you can look him up with his date of birth and name?
[AGENT][NEUTRAL] May I have the first and last name, please?
[CUSTOMER][NEUTRAL] Yeah it is [PII].
[AGENT][NEUTRAL] And could you spell [PII] for me?
[CUSTOMER][NEUTRAL] Yeah, it is [PII]
[CUSTOMER][NEUTRAL] DO
[AGENT][NEUTRAL] And [PII]
[CUSTOMER][POSITIVE] Yes ma'am, yep.
[AGENT][NEUTRAL] And could you verify the date of birth for me please?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] And I did pull that member up and you were trying to submit a pre-authorization.
[CUSTOMER][NEUTRAL] Yes, for 4 CPT codes.
[AGENT][NEUTRAL] OK. Now for this policy, no pre-op is required.
[CUSTOMER][NEUTRAL] P
[CUSTOMER][POSITIVE] OK perfect even for outpatient surgery?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Um, is there any way that I could get a reference number for this call?
[AGENT][NEUTRAL] Yes, the call reference would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for all of your help.
[AGENT][NEUTRAL] You're welcome. And did you need the policy number?
[CUSTOMER][NEUTRAL] Uh, actually, yes, could I get that?
[AGENT][NEUTRAL] Yes, the policy number is 02.
[AGENT][NEUTRAL] 5443.
[AGENT][NEUTRAL] 85
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome, and I do wanna thank you for calling American Public Life, [PII] have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye.