AccountId: 011433970860
ContactId: 861b11dd-eff4-4096-966b-88adff1d7e8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158460 ms
Total Talk Time (AGENT): 66263 ms
Total Talk Time (CUSTOMER): 68439 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/861b11dd-eff4-4096-966b-88adff1d7e8e_20250310T13:40_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, good morning. My name is [PII] and my last name initial is [PII]. I'm calling from the Advent Health Imaging.
[AGENT][NEUTRAL] Sure, I can assist you with. Could you repeat yourself, [PII]? You said your name was [PII], correct?
[CUSTOMER][NEUTRAL] Yes, I have a
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] That is right. [PII]
[AGENT][NEUTRAL] And I didn't hear what you were saying that you were calling for today.
[CUSTOMER][NEUTRAL] Advent Health Imaging. I'm calling from the and I have a patient account regarding this patient. I need to know authorization is what or not for the procedure code.
[AGENT][NEUTRAL] Can I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it is 612-359-17500.
[AGENT][NEUTRAL] So that's too long to be a policy number. Is that a social?
[CUSTOMER][NEUTRAL] Oh, I'm sorry. That's not a policy number. I, my apologize for that. It is 01813065 M as in Mike, L as in Lima H as
[CUSTOMER][NEUTRAL] L as in Lima, 8.
[AGENT][NEUTRAL] And what is this, what is this member's name, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] Uh, that is on [PII].
[AGENT][NEUTRAL] You said that, I mean, what is the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And could you ver uh your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me give you the correct policy number. Let me know when you're ready for it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It is 2549497. That's 2549497. This policy became effective [PII] and is currently active.
[CUSTOMER][NEUTRAL] OK, and this policy is covered under the medical plan, right?
[AGENT][NEUTRAL] Yes, that is correct, and you were calling to verify what place of service?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] For office I think
[AGENT][NEUTRAL] Office settings, so the treatment received in the office is covered under the policy. However, the office visit itself is not covered.
[CUSTOMER][NEUTRAL] Oh, it is not covered, right?
[AGENT][NEUTRAL] The office visit is not.
[CUSTOMER][POSITIVE] OK, thank you. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Nothing else. And could you please repeat your name?
[AGENT][NEUTRAL] My name is [PII], and today's date of reference.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Thank you. Thank you so much. Have a wonderful day. Bye-bye.
[AGENT][POSITIVE] Thanks for calling API. You have a great one as well.
[CUSTOMER][NEUTRAL] Bye-bye.