AccountId: 011433970860
ContactId: 5edad987-c48a-45a1-aea0-c61f65635a89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135339 ms
Total Talk Time (AGENT): 53248 ms
Total Talk Time (CUSTOMER): 49778 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/5edad987-c48a-45a1-aea0-c61f65635a89_20250203T17:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK. Um, I'm calling from the doctor's office to see if a patient would need a pre-authorization for MRI's, please.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with that information. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Last initial is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, policy number.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Policy number 023343772.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Perfect. Thank you. All right. Ms. [PII], this particular policy is one of our secondary supplemental plans to the major medical. So authorization is not gonna be required for the MRI. We're gonna follow primary.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Secondary coverage and no pre-cert required.
[CUSTOMER][NEUTRAL] OK, could I get a call reference number please?
[AGENT][NEUTRAL] We don't have a reference numbers. You can use my name in today's date if you will. Do you need a spelling of my name or any other information?
[CUSTOMER][NEUTRAL] OK, what is your last initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, I appreciate your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Goodbye.