AccountId: 011433970860
ContactId: d7ea27bf-1ed4-40b4-89f0-7eeecbd9cdff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176300 ms
Total Talk Time (AGENT): 87232 ms
Total Talk Time (CUSTOMER): 59598 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/d7ea27bf-1ed4-40b4-89f0-7eeecbd9cdff_20250613T15:05_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I was calling to see if prior authorization is required for a patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with pre-op. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um [PII]
[AGENT][NEUTRAL] Mhm and yeah.
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02135061.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you. Alright, and what type of service is being render?
[CUSTOMER][NEUTRAL] Um, medical, I have a CPT code of 3 I'm sorry 93306.
[AGENT][NEUTRAL] OK, let me look into that and see what it is. One moment.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Should be an echocardiogram.
[AGENT][NEUTRAL] And this is gonna take place in an office, hospital or outpatient facility.
[CUSTOMER][NEUTRAL] Outpatient facility.
[AGENT][NEUTRAL] OK. So preization is not gonna be required. Um this is a secondary supplemental plan for the major medical.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get a reference number for the call please?
[AGENT][NEUTRAL] We do have reference numbers. You can use my name in today's date if you would like. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, that's [PII]. Last initial [PII].
[CUSTOMER][NEUTRAL] [PII] and what's your time zone Central?
[AGENT][NEUTRAL] Central time. Mhm. And and one more thing, can I get the Central, Central time?
[CUSTOMER][NEUTRAL] Yeah, I'm sorry, say it again.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and um can I get, yes. Can I get the name of the facility for my notes, Miss [PII]?
[CUSTOMER][NEUTRAL] Alright, and what you need?
[CUSTOMER][NEUTRAL] Um, yes, it's, uh, New Orleans physician Services.
[AGENT][POSITIVE] OK, thank you so much. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No ma'am, that's all thank you have a good one.
[AGENT][POSITIVE] You're welcome. You as well have a good weekend and thank you for calling APL.