AccountId: 011433970860
ContactId: 6239e76f-8156-4209-a98d-916cd1eb5d5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107230 ms
Total Talk Time (AGENT): 59720 ms
Total Talk Time (CUSTOMER): 34230 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/6239e76f-8156-4209-a98d-916cd1eb5d5d_20250424T16:36_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].
[CUSTOMER][NEUTRAL] I was calling about a member that's scheduled for an MRI and I was calling to see if prior authorization was required.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I can check to see if authorization is required for that MRI um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] option 3.
[AGENT][NEUTRAL] Got it. Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Um, it is 02144068.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so of course this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. And as this policy is very dependent on major medical, as long as they are willing to pay, this policy can. So prior authorization is not required for anything under this policy.
[CUSTOMER][NEUTRAL] OK, got you. Alright, um do you have a call reference for a call?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. And so my name is spelled [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Um, nope, that will be all. Thank you so much. Have a good day.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.