AccountId: 011433970860
ContactId: b6349d57-4347-4f8b-8f32-cb0abb7c275b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184649 ms
Total Talk Time (AGENT): 72976 ms
Total Talk Time (CUSTOMER): 62694 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/b6349d57-4347-4f8b-8f32-cb0abb7c275b_20250303T16:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Facility Florida University Hospital, and I'm trying to verify eligibility for one of my patients.
[AGENT][NEUTRAL] OK. Sure, Ms. [PII] I can assist you with the eligibility. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII]. It's a direct line?
[AGENT][NEUTRAL] OK, thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, um, it is 025.
[CUSTOMER][NEUTRAL] 380.
[CUSTOMER][NEUTRAL] 76, M as in Mike, L as in Lima, 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, let me check and see if I have a new policy. This one is terminated. Bear with me.
[AGENT][NEUTRAL] OK, I found a new policy. Let me know when you're ready and I can provide you the correct policy number.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] the correct policy number is 02.
[AGENT][NEUTRAL] 48
[AGENT][NEUTRAL] 3121.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] The effective date, the effective date is [PII], and it is active at the moment.
[AGENT][NEUTRAL] The secondary policy.
[CUSTOMER][POSITIVE] OK, that's perfect.
[CUSTOMER][NEUTRAL] Thank you. Quick question, um, it is, it is possible for you to verify if prior authorization is required for a CPT code?
[AGENT][NEUTRAL] Mm mhm.
[AGENT][NEUTRAL] Um, prior authorizations is not gonna be required for just a secondary.
[CUSTOMER][NEUTRAL] OK, so you follow medical Medicare guidelines.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Primary, primary.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Primary guidelines mhm.
[CUSTOMER][NEUTRAL] OK, got it. um, thank you very much. I think that now I'm just gonna need a call reference number.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] We don't have reference numbers. Now you can use my name in today's date. Did you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Yes, could you please spell your name?
[AGENT][NEUTRAL] Sure. That's [PII].
[CUSTOMER][POSITIVE] OK perfect thank you very much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.