AccountId: 011433970860
ContactId: b203eaa3-27ce-42af-8cf9-d2033cd30b49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142300 ms
Total Talk Time (AGENT): 61920 ms
Total Talk Time (CUSTOMER): 113389 ms
Interruptions: 7
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/b203eaa3-27ce-42af-8cf9-d2033cd30b49_20250207T16:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. May I help you?
[CUSTOMER][POSITIVE] Good morning. Thank you for calling ATL.
[CUSTOMER][NEUTRAL] Um, hi, this is [PII]. I'm calling from the order and provider's office. I have a patient. I'm trying to see if their procedure codes require authorization done in office.
[AGENT][NEUTRAL] OK, I can verify that for you, Ms. [PII], and what's the policy number, please?
[CUSTOMER][NEUTRAL] OK, I can verify that for you, Miss [PII], and what's the policy number please? Um, 247.
[CUSTOMER][NEUTRAL] 4401.
[AGENT][POSITIVE] OK, thank you. Give me one moment, please.
[CUSTOMER][POSITIVE] OK thank you
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And can you say your name again? I'm sorry.
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] And Miss [PII], do you have a callback number in case of?
[CUSTOMER][NEUTRAL] Yes, [PII] direct line.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] OK, and verify the patient's name, date of birth. Is [PII]? Well, wait, I, oh my God. Whistler [PII] [PII]. I'm sorry. So effective date is [PII] policy is active and you said you're calling to verify.
[AGENT][NEUTRAL] No, you're fine. Um, so effective date [PII]. Policy is active and you say you're calling to verify, um,
[AGENT][NEUTRAL] There
[CUSTOMER][NEUTRAL] If authorization is required, yes, for services done in office.
[AGENT][NEUTRAL] OK, I see. Well, with our policy, it doesn't require any prior authorization, uh, that would be through the primary, but with this policy, it does not cover office visits nor procedures in office, only outpatient or in hospital.
[CUSTOMER][NEUTRAL] Well, with our policy, it doesn't require any prior authorization, uh, that would be through the primary, but with this policy, it does not cover office visits or procedures in office, outpatient or in hospital.
[CUSTOMER][NEUTRAL] OK, so it only covers um outpatient, I can't even talk outpatient services.
[AGENT][NEUTRAL] Outpatient or in hospital. Yes, ma'am.
[CUSTOMER][NEUTRAL] Outpatient or in hop?
[CUSTOMER][NEUTRAL] OK, OK, OK, OK. OK, and then don't cover office visits. OK, is there and um.
[CUSTOMER][NEUTRAL] You guys are secondary to their primary?
[AGENT][NEUTRAL] We are, yes, ma'am.
[CUSTOMER][NEUTRAL] We are, yes ma'am. OK, OK then thank you and then can I have a call reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but you may use my name in today's date if you like.
[CUSTOMER][NEUTRAL] Uh, we don't give reference numbers, but you may use my name is [PII] if you want. OK, and your last initial [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] OK. Thank you so much for that.
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APL. You have a great weekend.
[CUSTOMER][POSITIVE] Alright, you're welcome and thanks for calling. You too, thank you.
[AGENT][NEUTRAL] Mhm, bye.
[CUSTOMER][NEUTRAL] OK bye bye.