AccountId: 011433970860
ContactId: 61c6b2d2-05e1-492b-8e98-29b81c7e2b53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65319 ms
Total Talk Time (AGENT): 29310 ms
Total Talk Time (CUSTOMER): 29977 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/61c6b2d2-05e1-492b-8e98-29b81c7e2b53_20250128T13:53_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] at Spartanburg Regional. I'm wanting to see if an MRI requires an authorization.
[AGENT][NEUTRAL] OK, what's the I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] On a spaceship.
[CUSTOMER][NEUTRAL] 02545422
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that information, [PII], and you're just wanting to verify if part authorization is required.
[CUSTOMER][NEUTRAL] Yeah, for 77049.
[AGENT][NEUTRAL] It's not required.
[CUSTOMER][NEUTRAL] OK, [PII], is there any kind of reference number?
[AGENT][NEUTRAL] You, you'll use my name in today's date as your reference. [PII], and anything else.
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mhm.