AccountId: 011433970860
ContactId: 55818ce9-e888-4ae1-8373-227760a6fc5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93540 ms
Total Talk Time (AGENT): 50609 ms
Total Talk Time (CUSTOMER): 33290 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/55818ce9-e888-4ae1-8373-227760a6fc5b_20250214T17:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] I'm calling from Touchstone Imaging of Oklahoma, and I'm calling to see if a member requires authorization.
[AGENT][NEUTRAL] OK, I can check to 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]. It is a direct line.
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] 01792094.
[AGENT][NEUTRAL] Alright thank you and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, [PII], [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. Uh, it is very dependent on major medical, uh, so no authorization is required as long as major medical is willing to pay this policy can.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK great now may I have a reference number for this call please?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, thank you for your time. Have a good [PII].
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. You too, bye bye.
[CUSTOMER][POSITIVE] You're welcome bye bye.