AccountId: 011433970860
ContactId: cb55392a-b950-4bb6-b440-ab128b6bbb42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101980 ms
Total Talk Time (AGENT): 49059 ms
Total Talk Time (CUSTOMER): 43607 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/cb55392a-b950-4bb6-b440-ab128b6bbb42_20250103T17:56_UTC.wav
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[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey, good afternoon, [PII]. Uh, my first name is [PII]. First initial to my last name is gonna be [PII] Can I get the first initial of your last name, [PII]?
[AGENT][POSITIVE] Yes, it's [PII], and how can I help you today, [PII]?
[CUSTOMER][NEUTRAL] I'm calling from SSM Health Saint Joseph's Lake Saint Louis Hospital, and I just need to run a CPT code by you to see if prior office needed for the patient's appointment.
[AGENT][NEUTRAL] OK, yeah, let me take a look at that for you and do you have that, uh, patient's policy number?
[CUSTOMER][NEUTRAL] Sure, um, is it gonna be the 021-92267?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, let me get that pulled up and while I'm pulling that up.
[AGENT][NEUTRAL] Did you say 021-92267? Did I catch that all correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK perfect and uh while I get that pulled up, do you mind if I also snag a good call back number?
[CUSTOMER][NEUTRAL] Sure, [PII] direct [PII].
[AGENT][POSITIVE] Wonderful and your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII] S. Long. Date of birth is [PII].
[AGENT][POSITIVE] Perfect. I do see Ms. [PII] here. Um, this plan, we're her supplemental, so we're actually gonna follow her uh primary insurance and we're not gonna need any prior authorizations.
[CUSTOMER][POSITIVE] All right, sounds good to me. Can I grab a reference number from you?
[AGENT][NEUTRAL] You betcha. It's gonna be my name, [PII], first initial, last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Alright thank you so much, [PII] you have a good day.
[AGENT][POSITIVE] Hey, it's my pleasure thanks for calling APL you have a great day and a happy new year.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye.