AccountId: 011433970860
ContactId: f66a2cfb-1013-4bb2-bddc-15d9c6fcaf7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75099 ms
Total Talk Time (AGENT): 27771 ms
Total Talk Time (CUSTOMER): 40341 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/f66a2cfb-1013-4bb2-bddc-15d9c6fcaf7c_20250312T15:14_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good morning. My name is [PII]. I'm calling from Tmont Mountainside Hospital. I just needed to verify authorization requirements for a CPT code if possible.
[AGENT][NEUTRAL] OK, um, so APL doesn't require any prior off for any of our policies because we're not the major medical, um, but I can let you know of the coverage if you'd like.
[CUSTOMER][NEUTRAL] OK, OK, wait a minute, [PII], let me make sure I understand.
[AGENT][NEUTRAL] The prior op isn't required.
[CUSTOMER][NEUTRAL] Oh, prior offices didn't required. Well, that's all I needed. I actually, the previous rep before they transferred me to you, they gave me the, uh, you know, the medical, um, benefits information. So yeah, this is the last thing that I needed to know no pre cert required, um, but before we go, [PII], do you provide call reference numbers?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, so you can use my name in today's date and um the first initial of my last name is [PII], and my first name is [PII]
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright and uh thank you again I hope you have a great rest of your um Wednesday take care.
[AGENT][POSITIVE] Thank you, [PII], you also, and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.