AccountId: 011433970860
ContactId: 7bbae2cd-121c-4b6a-80d7-cb703baf8ec8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86139 ms
Total Talk Time (AGENT): 35734 ms
Total Talk Time (CUSTOMER): 30661 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/7bbae2cd-121c-4b6a-80d7-cb703baf8ec8_20250522T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from East Hills Primary Care. I need to know if an authorization is required for a CPT code.
[AGENT][POSITIVE] OK, I'm happy to look at a plan. Do you have the, the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, um, it's 023.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 853-84.
[AGENT][NEUTRAL] And then if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you so much. So patient is active. The effective date is [PII], and there is no pre-authorization required for the member plan.
[CUSTOMER][NEUTRAL] No prior off.
[CUSTOMER][NEUTRAL] And can I have a reference number please for today's call?
[AGENT][NEUTRAL] Absolutely. That would be my name. What's today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][NEUTRAL] And then today's date you said right?
[AGENT][NEUTRAL] Mhm, yes ma'am.
[CUSTOMER][POSITIVE] Thank you so much I appreciate it thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.