AccountId: 011433970860
ContactId: b8ecc8aa-cec1-4833-bc68-e1e137b6fff0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92779 ms
Total Talk Time (AGENT): 43319 ms
Total Talk Time (CUSTOMER): 38240 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/b8ecc8aa-cec1-4833-bc68-e1e137b6fff0_20250624T17:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from BJC pre-arrival on behalf of Barnes Saint Peter's Hospital.
[CUSTOMER][NEUTRAL] I was calling to see if an office required for a CPT code.
[AGENT][NEUTRAL] OK, I'm happy to check on benefits, [PII]. Do you have their policy number?
[CUSTOMER][NEUTRAL] I do, give me one second. It's 02621795.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And then do you have a good callback number for documentation, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date on here is [PII]. We're the member's secondary insurance, so there is no prior authorization needed.
[CUSTOMER][POSITIVE] You are amazing. Could I have a call reference?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with today's date. My name again is [PII], that's [PII] Last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, [PII], have a wonderful day. Thank you so much.
[AGENT][NEUTRAL] You too, [PII]. Bye-bye.