AccountId: 011433970860
ContactId: 4a8e4200-bcef-4b9d-9c8c-6c9201c7ecd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128639 ms
Total Talk Time (AGENT): 61681 ms
Total Talk Time (CUSTOMER): 41420 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/4a8e4200-bcef-4b9d-9c8c-6c9201c7ecd2_20250421T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] I was calling on behalf of a provider. I needed to see if authorization is required through, through you through you all for a MRI. I'm sorry.
[AGENT][NEUTRAL] OK, Ms. [PII], I can check the benefits for the patient for you. May I please get your callback number, ma'am, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII], option 3.
[AGENT][NEUTRAL] OK. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], [PII] and 01897883.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy. This policy is um active. The effective date is [PII].
[AGENT][NEUTRAL] Uh, well, I'm sorry, his effective date, the date that he started the policy was [PII].
[AGENT][NEUTRAL] And no authorization is needed because this is a secondary insurance, it's not a major medical.
[CUSTOMER][NEUTRAL] OK. All right. And can I get a call reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome, welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] You're welcome you have a wonderful week and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Mm bye.
[AGENT][NEUTRAL] Mhm. Bye-bye, ma'am.