AccountId: 011433970860
ContactId: 83b895fe-7607-4cd6-abcd-5190b51cc230
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257309 ms
Total Talk Time (AGENT): 72529 ms
Total Talk Time (CUSTOMER): 111723 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/83b895fe-7607-4cd6-abcd-5190b51cc230_20250227T17:54_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is, uh, [PII]. I'm calling from our provider's office, and, um, I do have a well I guess y'all don't really do reference numbers, but I was looking at the breakdown that was faxed, and I just need, um, some clarification on a few codes.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] It is 250-1312.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you just had a question about the fax back you got?
[CUSTOMER][NEUTRAL] Yeah, um, there was just some codes on here, um, I couldn't see, uh, if y'all covered a D 9944.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] OK, I can help you with that. Yes, ma'am, that's the new code, um, it would be covered.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Under the major work.
[CUSTOMER][NEUTRAL] OK, does it have a um a frequency limitation for that?
[AGENT][NEUTRAL] Whatever the 9940 is, it's a close guard, isn't it?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Whatever that 9940 is on there, I can look it up. Hold on just a second.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So these are OK, so these are the OK so I'm looking at I was wondering some of these codes are old.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So Y AA X.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then what else did I need?
[CUSTOMER][NEUTRAL] Um, is 0431 covered?
[AGENT][NEUTRAL] 0431.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] 0431
[AGENT][NEGATIVE] No, that one is not covered.
[CUSTOMER][NEUTRAL] OK, and a 9230.
[AGENT][NEUTRAL] Let me see where it's at. I believe it's on here. Hold on a second.
[AGENT][NEUTRAL] Yeah, 92 30s on there. It's under major. It doesn't have a limitation.
[CUSTOMER][NEUTRAL] Um, so anybody can, it'll pay anybody it doesn't have to be medically necessary.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's right above the 9940.
[CUSTOMER][NEUTRAL] Um, and then.
[CUSTOMER][NEUTRAL] OK, and a 4346.
[AGENT][NEUTRAL] Don't think that one is, but let me see if it's on here.
[CUSTOMER][NEUTRAL] Yeah, I didn't usually it would be under the Braman I didn't see it on there.
[AGENT][NEGATIVE] It's not covered.
[CUSTOMER][NEUTRAL] OK, um, and then also on a D 9110 I saw where it covered at 80% but I did not see a frequency limitation on there, so is there no frequency limit?
[AGENT][NEUTRAL] No frequency if there's nothing out beside it, there's no frequency.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Um, and I think that.
[CUSTOMER][NEUTRAL] I think that was it.
[AGENT][NEUTRAL] OK, anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you so much.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.