AccountId: 011433970860
ContactId: 7cbc7a49-67be-4fda-85e8-61fa452d66e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118949 ms
Total Talk Time (AGENT): 38498 ms
Total Talk Time (CUSTOMER): 60401 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/7cbc7a49-67be-4fda-85e8-61fa452d66e3_20250520T19:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is actually [PII].
[CUSTOMER][NEUTRAL] And uh I just wanna actually to check a certain CPD code if it's uh needs authorization or not.
[AGENT][NEUTRAL] OK. What's the patient's policy number, please?
[CUSTOMER][NEUTRAL] Policy number, that would be, hold on, let me just go ahead and check. That would be 1563875.
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] Under
[CUSTOMER][NEUTRAL] [PII], and the first name is [PII]. Date of birth is [PII], I mean.
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII]. No pre-authorization is needed for the member plan or the secondary insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So no pre-op needed for um any other, uh, even other CPD code for the secondaries. Is that correct?
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][NEUTRAL] Uh OK. Actually, this is all that I need. And uh if you don't mind, uh, [PII], may I have your um reference or may I have the reference number?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial, then today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] OK, and today's date. Thank you so much for the information that you provided. Have a lovely day to you, OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You too bye bye.