AccountId: 011433970860
ContactId: 38245cc3-9865-4037-b1f2-95952c79cf6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134149 ms
Total Talk Time (AGENT): 47022 ms
Total Talk Time (CUSTOMER): 50238 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/38245cc3-9865-4037-b1f2-95952c79cf6a_20250408T12:54_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Orel, Carolina, and I have a patient who is going to be getting some services done with us soon, and I was calling to verify eligibility and to see if pre-certification would be needed.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] I do. My phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Sorry about that, [PII]. Do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] I do. It is 025.
[CUSTOMER][NEUTRAL] 19524
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And was the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you wanted to know if pre-authorization was required on this policy?
[CUSTOMER][NEUTRAL] Yes, for MRI.
[AGENT][NEUTRAL] OK, I can help you with that. This policy does not require pre-authorization. This is just a secondary policy that coordinates with the primary.
[CUSTOMER][NEUTRAL] OK, coordinates with primary.
[CUSTOMER][NEUTRAL] And this is an active plan.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright [PII], is there a call reference number I can have?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Sure. The first initials of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much. I hope you have a great rest of your day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.