AccountId: 011433970860
ContactId: 8ca241d2-882d-4cec-95ea-31be06ca00b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376140 ms
Total Talk Time (AGENT): 122141 ms
Total Talk Time (CUSTOMER): 102307 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/8ca241d2-882d-4cec-95ea-31be06ca00b7_20250530T17:36_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 is [PII] the last [PII] is [PII] and I'm calling from the doctor's office. I have CPT code and I would like to know whether it requires authorization or not. Can you please help me with that?
[AGENT][POSITIVE] Absolutely I can see if authorization is required uh [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, it is uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is Z for Zulu, Z for Zulu, 8484966.
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers, [PII]. It does not our policy numbers don't begin with letters like that.
[AGENT][NEUTRAL] Um, do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] Uh, one moment, ma'am.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hello, yes. Hello, ma'am?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, I have the patient, uh, name and date of birth. Can you please try with the patient name and date of birth, ma'am?
[AGENT][NEUTRAL] Uh, if you wouldn't mind spelling out the first and last name for me.
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, the first name is [PII].
[CUSTOMER][NEUTRAL] Oh, OK. It is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the last name is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm sorry, that was [PII], correct?
[CUSTOMER][POSITIVE] Yes, ma'am, correct.
[AGENT][POSITIVE] OK, OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what state does this member live in?
[CUSTOMER][NEUTRAL] Today, uh, he's in [PII].
[AGENT][NEUTRAL] [PII] OK and then uh what was that date of birth please?
[CUSTOMER][NEUTRAL] Sorry, ma'am. Uh, date of birth, you mean?
[AGENT][NEUTRAL] Uh, the date of birth, yes please, yes.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying that [PII]. So I did find their policy with us. uh, let me know when you're ready and I'll give you that correct policy number.
[CUSTOMER][POSITIVE] Thank you so much, ma'am. Yeah. Can you give?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, absolutely that is 0253.
[AGENT][NEUTRAL] 8155.
[CUSTOMER][POSITIVE] OK, ma'am. Thank you.
[AGENT][NEUTRAL] Of course, OK, so this policy is currently active. Uh, effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and as this policy is very dependent on, uh, major medical, no authorization is required for any procedures as long as major medical is willing to pay this policy can.
[CUSTOMER][NEUTRAL] OK, ma'am. Uh, is there any primary insurance for this number?
[AGENT][NEUTRAL] I don't see that. I don't know who they have as their primary. I just know this is their secondary.
[CUSTOMER][NEUTRAL] OK, ma'am. No problem. And you mean the authorization is not required, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you so much, ma'am. Can I have the call reference, ma'am?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date and so my name is spelled [PII] A R [PII] Last initial [PII] Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh sorry, ma'am. I didn't catch your name. Can you repeat?
[AGENT][NEUTRAL] Oh sorry, sure it's uh [PII].
[AGENT][NEUTRAL] And then my last initial [PII].
[CUSTOMER][POSITIVE] Thank you, ma'am. Thank you so much and thank you for your helping. Have a good day, ma'am.
[AGENT][NEUTRAL] Of
[AGENT][POSITIVE] Absolutely you too thank you bye bye.
[CUSTOMER][NEUTRAL] Hi.