AccountId: 011433970860
ContactId: e65b237f-b37d-4276-bebb-3019eb246196
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102779 ms
Total Talk Time (AGENT): 52679 ms
Total Talk Time (CUSTOMER): 34759 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/e65b237f-b37d-4276-bebb-3019eb246196_20250423T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, my name's [PII]. I'm calling from Cardiology PC. I was calling to see if a CBT code required prior authorization.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on that for you. Do you have the member's policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it is 152-634-9.
[AGENT][POSITIVE] All right, thank you so much. One moment.
[AGENT][NEUTRAL] And if I could get patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII], oh that isn't right, sorry, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much. So patient is active. Effective date on here is [PII]. No prior authorization is required for the member plan. We're the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, so since you are secondary, you won't require pre-cert for anything.
[AGENT][NEUTRAL] No, we don't. Mm mm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, perfect. Can I just get a call reference number please?
[AGENT][NEUTRAL] Absolutely, [PII]. So that's gonna be my name with my last initial, then today's date. My name again is [PII], that's [PII] Last initial is [PII] and then today's date.
[CUSTOMER][POSITIVE] All right thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.