AccountId: 011433970860
ContactId: 9d9fe442-bfa4-4fef-a89a-ee3621c1728d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228660 ms
Total Talk Time (AGENT): 77639 ms
Total Talk Time (CUSTOMER): 110158 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/9d9fe442-bfa4-4fef-a89a-ee3621c1728d_20250519T18:44_UTC.wav
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[AGENT][NEUTRAL] Calling ATL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] and last name first initial letter is [PII]. I'm calling from provider office. I want to check whether prior solution is required or not for the CPT code and the eligibility of the member.
[AGENT][NEUTRAL] Eligibility and see if authorization is required uh said your name was sorry.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] they are doing.
[AGENT][NEUTRAL] OK, can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, policy number, right? You're asking?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yes, it is 02007928.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yes, uh, actually, uh, there is some disturbance. I don't know whether from your side or my side, but I'm not, uh, able to hear you properly. Could you please check, uh, your mic or?
[AGENT][NEUTRAL] I'm sorry, um,
[AGENT][NEUTRAL] Do you, what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, so member's name is uh [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. So this policy is active effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with copay, deductible and coence after your medical pays. And as this policy is very dependent on your medical, no authorization is required as long as major medical is willing to pay this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, you're saying that no authorization required for any CPT code, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. And please, uh, could you confirm again the eligibility date? I, I heard [PII] and there is no term date, right?
[AGENT][NEUTRAL] That
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Correct, it is only active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Yeah. And could you please help me with the, uh, your name and call reference number for this?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] And was there anything else I can help you with?
[CUSTOMER][NEUTRAL] [PII], right? Your name is [PII]?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, OK, [PII]. Uh, I just need to confirm your, you said your name is [PII] and uh what is the call reference number, your name and today's date, right?
[AGENT][NEUTRAL] Yes, my first name, last initial, and today's date, um, so my last initial is [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and you said no authorization required for any good and members active from [PII] to, there is no uh termination date.
[AGENT][POSITIVE] That's correct.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, OK, [PII], that's all from my side. Thanks for this information. Have a great day. Thank you.
[AGENT][NEUTRAL] Alright, yeah, on a, you too, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.