AccountId: 011433970860
ContactId: fb8850af-30ee-4c42-9845-6a3b74496119
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174130 ms
Total Talk Time (AGENT): 64194 ms
Total Talk Time (CUSTOMER): 66048 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/fb8850af-30ee-4c42-9845-6a3b74496119_20250519T19:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm the last in [PII]. And I'm calling from the doctor's office and I have a CPT code, and I would like to know whether it requires authorization or not. And can you please help me with that?
[AGENT][NEUTRAL] Sure, I can assist you with authorization, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh, the, the city name is Beverly Radiology.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Patient policy number is A. It is 02338486.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] First name is [PII] and the last name is [PII] Date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and let's see what type of procedure is it?
[CUSTOMER][NEUTRAL] It is Medical Services radiology.
[AGENT][NEUTRAL] OK. All right, Ms. [PII] authorization is not gonna be required because this is a limited hospital indemnity policy. So it is a limited policy.
[CUSTOMER][NEUTRAL] OK, one minute.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. For this it is no authorization is required, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] For the CT scan also not required?
[AGENT][NEUTRAL] No, it's not required.
[CUSTOMER][NEUTRAL] OK, ma'am. Can, can I have the call, ma'am?
[AGENT][NEUTRAL] We don't have a reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Can you spell your name?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][NEUTRAL] Thank you. And the call center is your name and the state, right?
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you, ma'am. Have a good day. Thank you so much for your helping.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling ATL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.