AccountId: 011433970860
ContactId: ffe13ece-5a90-42e2-80fa-b37d7a6c44ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226649 ms
Total Talk Time (AGENT): 54014 ms
Total Talk Time (CUSTOMER): 70533 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/ffe13ece-5a90-42e2-80fa-b37d7a6c44ab_20250128T18:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sorry, you're not, you're not audible to me. Can I speak loudly?
[AGENT][NEUTRAL] As I stated previously, thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. My last name is [PII]. I'm calling from the provider service. So I would like to know whether the CPT code requires authorization or not. Could you help me with that?
[AGENT][NEUTRAL] May I please have a callback number and then the policy number.
[CUSTOMER][NEUTRAL] So you need the callback number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Just give me a moment.
[CUSTOMER][NEUTRAL] It's like
[CUSTOMER][NEUTRAL] 215, 251.
[CUSTOMER][NEUTRAL] 683 9.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Uh, the patient name is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's like rent rump and the date of birth is [PII].
[AGENT][NEUTRAL] OK. And you were trying to check a
[AGENT][NEUTRAL] The member's policy?
[CUSTOMER][NEUTRAL] Like it's when whether whether the CPT codes report authorization or not.
[AGENT][NEUTRAL] OK, so for this policy, if you, there's anything that you need to verify for their medical, you would have to contact with TPA.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Are you ready for that number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That number is 866.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] 975.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 9458.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This is they will end the authorization.
[AGENT][NEUTRAL] You would have to check with them in regards to that. I can assist you on that member's policy.
[CUSTOMER][NEGATIVE] Sorry, I did not get it.
[AGENT][NEUTRAL] You would have to contact that number that I just gave you and you would ask them that question. I can't assist you on this member's policy.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK. Can you transfer to my call to them and we can redial.
[AGENT][NEUTRAL] Hold for the transfer please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hold for the transfer is connecting to you.
[CUSTOMER][POSITIVE] OK, thanks for that. Thanks for assisting me.
[CUSTOMER][NEUTRAL] Modify your coverage