AccountId: 011433970860
ContactId: fa401ad7-052e-488e-aeb5-12d0a9c6206e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139580 ms
Total Talk Time (AGENT): 40722 ms
Total Talk Time (CUSTOMER): 36152 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/fa401ad7-052e-488e-aeb5-12d0a9c6206e_20250116T17:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] Yeah, hi, this is [PII] with APL. How can I help?
[CUSTOMER][NEUTRAL] Hi, I was calling to see if a CPT code for would require a pre-cert for a patient.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Check, do you have the patient's plan, the policy number?
[CUSTOMER][NEUTRAL] Um, I do, I do, but the rep I talked to before said that the number that I have won't work for you guys.
[AGENT][NEUTRAL] Oh, OK, I can do a look by their name or social.
[CUSTOMER][NEUTRAL] OK, let me pull up his stuff.
[CUSTOMER][NEUTRAL] OK, his social is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then if I could get the patient's name.
[CUSTOMER][NEUTRAL] Uh, patients' names are [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So patient plan is active. This is a limited benefit plan. It does not require any sort of pre-authorization.
[CUSTOMER][NEUTRAL] OK perfect um is there a call reference number?
[AGENT][NEUTRAL] Absolutely. Call reference would be my name with my last initial and then today's date. My name again is [PII], that's [PII] and then last initials my name is [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, that is all I needed.
[AGENT][POSITIVE] Alright have a good day thanks for calling.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] OK