AccountId: 011433970860
ContactId: e5a11388-e6e1-49d1-98e2-07417465e1d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139500 ms
Total Talk Time (AGENT): 53399 ms
Total Talk Time (CUSTOMER): 68406 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/e5a11388-e6e1-49d1-98e2-07417465e1d0_20250321T20:58_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I was calling on behalf of a patient from the provider's office to see if a CPT code requires prior authorization.
[AGENT][NEUTRAL] OK, I can help you with prior authorization, [PII]. Can I please get the call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII] and I'm calling from uh West Jefferson Medical Center.
[CUSTOMER][NEUTRAL] The office of uh Doctor [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII], and the policy number is 02493550.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK, sweetie.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII], and this is a secondary insurance, so authorization would not be needed because we're not the primary insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, so the Blue Cross Blue Shield is the primary.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, cool, they must, they need to flip it because they had you all as the primary, OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, no PA required and no PA required for her Blue Cross Blue Shield, so everything works out. Um, can I get a call reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] PORI in today's date.
[AGENT][NEUTRAL] [PII] instead of [PII]
[CUSTOMER][POSITIVE] OK, got it, got you.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. You're extremely helpful.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][NEUTRAL] Mhm. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.