AccountId: 011433970860
ContactId: 0274b452-6fa9-4186-833f-72b74608d1c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100919 ms
Total Talk Time (AGENT): 39730 ms
Total Talk Time (CUSTOMER): 54209 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/0274b452-6fa9-4186-833f-72b74608d1c2_20250204T16:30_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I am calling to get prior authorization for a patient for an MRI.
[AGENT][NEUTRAL] OK, and your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, D 44504814.
[AGENT][NEUTRAL] You have a copy of the ID card?
[CUSTOMER][NEUTRAL] Yeah, let me, I was gonna pull it up um.
[AGENT][NEUTRAL] Yeah, our number is gonna be the policy start number on the card beginning with 0.
[CUSTOMER][NEUTRAL] Oh, OK, I see it. Yeah, it's 02582808.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for that information, um, [PII] you're just calling to verify or to get pre-certification or pre-op for a service, it's not required under this plan.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, awesome, awesome thank you so much. Do you have a um a reference number for this call?
[AGENT][NEUTRAL] You'll use my name in today's date is your reference. [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Awesome. All right, thank you so much, [PII]. Oh, you said YA?
[AGENT][POSITIVE] Hi, you're welcome.
[AGENT][NEUTRAL] [PII], first initial last is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome, thank you. Have the best rest of your day.
[AGENT][POSITIVE] You're welcome, [PII], thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye.