AccountId: 011433970860
ContactId: af1cead9-116d-4522-8e88-8f75d7a56c50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119569 ms
Total Talk Time (AGENT): 46590 ms
Total Talk Time (CUSTOMER): 44011 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/af1cead9-116d-4522-8e88-8f75d7a56c50_20250401T16:44_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 name initially is [PII].
[CUSTOMER][NEUTRAL] I'm calling from the facility and I want to check whether the CPT code requires an authorization.
[AGENT][NEUTRAL] OK, [PII], I'm happy to see if pre-authorization is required. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Yeah, it's 02580615.
[AGENT][POSITIVE] All right, thank you for that. And do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII]. It's a direct number with no extension.
[AGENT][NEUTRAL] Thank you. And may I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. Name of the member is
[CUSTOMER][NEUTRAL] [PII], with date of birth of [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. The effective date is [PII]. Member has a limited benefit plan. No pre-authorization is required for usage.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so no prior authorization will be required, is that right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah. Could you please spell your name?
[AGENT][NEUTRAL] My name is spelled [PII].
[CUSTOMER][NEUTRAL] Thank you. Can I get a call reference number?
[AGENT][NEUTRAL] Call references my name with today's date.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you for the information and thank you for the assistance. Have a great day.
[AGENT][NEUTRAL] You too [PII], bye bye.