AccountId: 011433970860
ContactId: 3928a47e-cce1-47cf-b219-ccbeaa4366e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117870 ms
Total Talk Time (AGENT): 45590 ms
Total Talk Time (CUSTOMER): 52821 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/3928a47e-cce1-47cf-b219-ccbeaa4366e5_20250625T19:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my name is [PII] with Ortho Carolina. I am calling to first verify eligibility for my patient, and then #2, see if he requires um prior authorization for an MRI.
[AGENT][NEUTRAL] Thank you. I can verify that for you, [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it is 00770570.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Uh, excuse me, it's for his wife [PII], um, birthday [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised verification of coverage does not guarantee the payment of a claim. This policy is effective [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it is active?
[AGENT][NEUTRAL] Prior authors not required for these plans?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I verify any benefits for you?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, no, that's just as long as it doesn't require prior off for MRI we're good.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, and your name was [PII]. What's your last initial?
[AGENT][NEUTRAL] [PII] along with today's date will be your call reference.
[CUSTOMER][NEUTRAL] And do you have a
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.