AccountId: 011433970860
ContactId: b79584fc-2948-4ffd-aeed-deda5eacb271
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151460 ms
Total Talk Time (AGENT): 74685 ms
Total Talk Time (CUSTOMER): 72422 ms
Interruptions: 2
Overall Sentiment: AGENT=2.9, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/b79584fc-2948-4ffd-aeed-deda5eacb271_20241231T19:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon, [PII]. My first name is [PII], and I'm calling from SSM Health Saint Joseph Lake Saint Louis Hospital. I just need to check some CPT codes to see if prior art will be needed for a patient's appointment if possible.
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you mind spelling your name for documentation?
[CUSTOMER][NEUTRAL] Sure, it's gonna be [PII]. First initial to my last name is gonna be [PII]. Can I get the first initial of your last name, [PII]?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Absolutely. It's [PII]. Do you need me to spell [PII] for you?
[CUSTOMER][NEUTRAL] Um, sure.
[AGENT][NEUTRAL] It's [PII]. Look at you, you get a star for the day.
[CUSTOMER][POSITIVE] I got that right.
[CUSTOMER][POSITIVE] I got that right.
[CUSTOMER][POSITIVE] I know that's right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Not many people can do that. You say, what is a good callback number, please?
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] Um, it's gonna be [PII] direct line, no extension.
[AGENT][POSITIVE] Perfect. Thank you. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Alright, policy number I have on file is da da da da.
[CUSTOMER][NEUTRAL] Let me go to the actual.
[CUSTOMER][NEUTRAL] OK, I have, so I have a member ID and then I have a subscriber ID, but they're both different. So one starts with the AH and then there's another one that starts with like a 021-92267, OK.
[AGENT][NEUTRAL] That's it. Let's do that. 021-92267?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, thank you. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Alright, thank you, so now I'm showing that her policy is active. This is a secondary policy to her primary insurance and pre-cert is not required for any procedures on this plan. We do now we do follow the guidelines of the major medical.
[CUSTOMER][POSITIVE] OK, sounds good. All right.
[CUSTOMER][POSITIVE] OK, OK, alright, if I could just get a reference number from you, that'd be great.
[AGENT][POSITIVE] And reference number is my name and today's date, and it, it was a pleasure to assist you with that authorization information for [PII]. Thank you for calling APL. Hope you have a great afternoon and a very happy new year to you.
[CUSTOMER][POSITIVE] All right, Happy New Year to you as well. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh bye bye.