AccountId: 011433970860
ContactId: 9c1a0047-c02a-48a7-acdd-61d7bfb305ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199839 ms
Total Talk Time (AGENT): 93599 ms
Total Talk Time (CUSTOMER): 51880 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/9c1a0047-c02a-48a7-acdd-61d7bfb305ac_20250205T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I need to see if this patient's insurance, if we're in network with you guys, and that, and if a CPT code will require an authorization.
[AGENT][NEUTRAL] OK, I can help you with the authorization and network. um can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and my last initial is [PII].
[AGENT][POSITIVE] Thank you. And Miss [PII], what, yes, go ahead. Go ahead.
[CUSTOMER][NEUTRAL] And I have a call back, oh, sorry.
[CUSTOMER][NEUTRAL] I would say my call, I was just gonna give you my callback number.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII] and that is my direct line.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And her policy number, please?
[CUSTOMER][NEUTRAL] Um, it looks like it's 02495934.
[AGENT][NEUTRAL] That's 024951354?
[CUSTOMER][NEUTRAL] Hold on, sorry, it's 02495934.
[AGENT][POSITIVE] OK thank you let me look that up real quick.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I do show that we do have.
[AGENT][NEUTRAL] An active policy for Ms. [PII]. Her effective date is [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] In order for to get network I'm going to need to transfer you on over to um multiple plans so that they can let you know if you're in network or not.
[AGENT][NEUTRAL] I want to give you that phone number just in case the call gets disconnected along the way that way you have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the number is [PII].
[AGENT][NEUTRAL] It's gonna be a brief hold while I transfer you on over Miss [PII]. Is there anything else I can help you with on this end before, uh huh.
[CUSTOMER][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] Are you able to check the CPT code?
[AGENT][POSITIVE] Uh, they can do that. They, they do benefits and providers at the multi plan, so it'll be a brief hold while I transfer you on over. OK, thank you, Miss [PII]. You have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That works
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you ma'am.
[CUSTOMER][NEUTRAL] For questions about your privacy choices.