AccountId: 011433970860
ContactId: dd71e17d-8632-44ec-8e4a-bbcb25dad50d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111019 ms
Total Talk Time (AGENT): 49708 ms
Total Talk Time (CUSTOMER): 45621 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/dd71e17d-8632-44ec-8e4a-bbcb25dad50d_20250218T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh my name is [PII], last [PII]. I'm calling over from the rendering facility on a mutual patient. I just need to verify eligibility and if a CPT code is needing prior authorization.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Mhm my direct phone number is [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, it is 002221223-01.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy.
[AGENT][NEUTRAL] It was [PII] and the policy is still active.
[AGENT][NEUTRAL] And what other information do you need?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Um, I just need to verify if a CPT code needs prior authorization.
[AGENT][NEUTRAL] OK, actually, there's no um prior authorizations required under this policy.
[CUSTOMER][POSITIVE] OK perfect if I could just get a reference number then.
[AGENT][NEUTRAL] OK, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII] and today's date.
[CUSTOMER][POSITIVE] Alrighty perfect I appreciate your help thank you you have a great rest of your day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye-bye.