AccountId: 011433970860
ContactId: a8cb62e2-b54f-41ce-bbf6-d181f2a68d88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132710 ms
Total Talk Time (AGENT): 60415 ms
Total Talk Time (CUSTOMER): 52330 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/a8cb62e2-b54f-41ce-bbf6-d181f2a68d88_20250304T19:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] here. Initial to my last name was [PII], calling from the provider office.
[AGENT][NEUTRAL] Hi [PII], what can I do for you today?
[CUSTOMER][NEUTRAL] Yeah, ma'am. I would like to check whether the CPT code required authorization or not.
[AGENT][NEUTRAL] OK, I can see if authorization is required. Uh, can I first get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 02296604 M as in Mike, L as in Lima 8.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] Yeah, that member's name was [PII] and the last name was [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying all of that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is very dependent on major medical. If major medical is willing to pay, this policy can. If majored does not pay, this policy can't. So no authorization is required as long as major medical is willing to pay.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, you said the, for the code 70486 does not require pre-authorization, right?
[AGENT][NEUTRAL] Nothing on this policy requires authorization.
[CUSTOMER][POSITIVE] Yeah, OK, ma'am. Thank you so much. And that's it for today. And before the call ends, may I know your name and the call reference number?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, uh last initial, and today's date. Uh, so my name is spelled [PII] Last [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Yeah, that's it for today, ma'am. Thank you so much and have a nice day. Bye-bye.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.