AccountId: 011433970860
ContactId: fd74db90-cfeb-47a3-bc4d-01c46eacb7c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142570 ms
Total Talk Time (AGENT): 52589 ms
Total Talk Time (CUSTOMER): 51077 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/fd74db90-cfeb-47a3-bc4d-01c46eacb7c7_20241230T16:25_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from physician's office to check a case status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number will be 021-07246.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] So the patient's name will be.
[CUSTOMER][NEUTRAL] [PII]. Date of birth will be [PII].
[AGENT][NEUTRAL] OK, thank you. What's the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Actually, we have one CPT code, just want to know what is required or not.
[AGENT][NEUTRAL] OK, what is that CPT code?
[CUSTOMER][NEUTRAL] 73218
[AGENT][NEUTRAL] 3218. What is the place of service?
[CUSTOMER][NEUTRAL] Outpatient facility.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, authorization is not required.
[CUSTOMER][POSITIVE] OK, thank you so much for that information. And how's your good name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. And can I get a call reference number?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] We don't have reference numbers, you can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] I can check
[CUSTOMER][POSITIVE] Sure, thank you so much for that information.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Well, thank you for your help and assistance.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Mr. [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Have a wonderful rest of your day. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.