AccountId: 011433970860
ContactId: 87bc78a4-b891-4199-a395-e19c168843db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309179 ms
Total Talk Time (AGENT): 119156 ms
Total Talk Time (CUSTOMER): 72148 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/87bc78a4-b891-4199-a395-e19c168843db_20250422T14:43_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. I'm calling from Carillion Family Medicine, and I need to check if a CPT card requires a prior authorization for a patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with authorization information, [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh, it's Carillion Family Medicine.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] So he does not have his ID card yet, um, evidently it's, it's a very new policy.
[AGENT][NEUTRAL] Um, OK, I can check and see if I can find him. Um, what is the spelling of the last name?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] OK, and the spelling of the first name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Do you have an address for Mr. [PII]?
[CUSTOMER][NEUTRAL] Yep, it's uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] May I have his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and um is this gonna be um for medical?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And what type of procedure is it?
[CUSTOMER][NEUTRAL] Um, it's a CT scan. Do you want the CBT code?
[AGENT][NEUTRAL] OK, no, it's OK. We don't need the um CBT. Let me go ahead and pull his benefits, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. It's gonna be a couple of minutes. I'm waiting on the documents of the policy to pull up, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Is it up yesterday. OK, let's see.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK. So this particular policy is one of our limited hospital indemnity plan. It is a limited plan. Um, so authorization is not gonna be required. It does have the diagnostic testing benefit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now again, it is a limited policy, OK.
[CUSTOMER][NEUTRAL] OK, so no authorization is required um do you have like a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state if you will.
[CUSTOMER][NEUTRAL] OK and you said your name was [PII]?
[AGENT][NEUTRAL] So, [PII].
[CUSTOMER][NEUTRAL] OK, and by any chance, um, because we don't have a copy of his insurance card scanned in, can you provide me with his ID number so I can at least update our system with that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, sure. Yes, um, that is policy number 02.
[AGENT][NEUTRAL] 61.
[AGENT][NEUTRAL] 7458.
[CUSTOMER][POSITIVE] OK perfect I will have our front desk update that for me and um thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be it.
[AGENT][POSITIVE] Mm OK. Thank you for calling APL. Have a good day. Bye-bye, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you