AccountId: 011433970860
ContactId: 0b6665d6-d6db-4bb1-881b-4d686b44f643
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91330 ms
Total Talk Time (AGENT): 53899 ms
Total Talk Time (CUSTOMER): 31979 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/0b6665d6-d6db-4bb1-881b-4d686b44f643_20250303T17:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with the advanced orthopedics. I'm needing to see if authorization is needed for an MRI for a patient.
[AGENT][NEUTRAL] Sure, I can see if authorization is required. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I have 02579342.
[AGENT][NEUTRAL] OK. And then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, [PII], our [PII] and [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII]. And so this is a secondary medical policy. It is designed to help with co-pay, deductible and co-insurance after major medical pays. And as this policy is dependent on major medical, uh, there is no authorization required. As long as major medical is willing to pay, this policy can. If they don't, then this policy can't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, perfect. Can I get the first initial to your last name and a call reference?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] or was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] That is it, thank you for your help.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, bye bye.