AccountId: 011433970860
ContactId: cc0a0c68-0a34-4529-9609-be4641db2037
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200800 ms
Total Talk Time (AGENT): 40950 ms
Total Talk Time (CUSTOMER): 69746 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/cc0a0c68-0a34-4529-9609-be4641db2037_20250312T18:06_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm I'm calling to check to see if a um.
[CUSTOMER][NEUTRAL] Procedure code requires prior authorization.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Um, with
[CUSTOMER][NEUTRAL] I believe this is it, uh, 02565007.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm pulling up the account.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Uh, first name, I'm not sure how to pronounce. Uh it's spelled [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh last name is [PII].
[AGENT][POSITIVE] OK, thank you. Looks like [PII]. Uh-huh, go ahead.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you [PII] for verifying that information and you're wanting to know if a prior authorization is is required, correct?
[CUSTOMER][NEUTRAL] Yes, um, she has two referrals, so the prior authorization would be 99204 for new patient consultation.
[AGENT][NEUTRAL] Yeah, prior authorization is not required.
[CUSTOMER][NEUTRAL] OK, perfect. And um is there a reference number I can use?
[AGENT][NEUTRAL] Sure, you'll use my name in today's date as your reference. It's [PII].
[AGENT][NEUTRAL] Oh NYA
[AGENT][NEUTRAL] And first initial last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Excellent. Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. If no other questions, Ms. [PII], thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You're welcome. Goodbye.