AccountId: 011433970860
ContactId: 84c08fa1-d878-4d03-bc16-1ac8937fb862
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123559 ms
Total Talk Time (AGENT): 39432 ms
Total Talk Time (CUSTOMER): 93511 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/84c08fa1-d878-4d03-bc16-1ac8937fb862_20250319T14:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][POSITIVE] Thank you for calling this is.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Stand up MRI. I'm calling to verify if we participate with this insurance.
[AGENT][POSITIVE] OK, I'd be glad to help you, [PII], go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Um, the policy, uh, she gave me her member ID number, D as in David 41203549.
[AGENT][NEUTRAL] That is her employer ID number. What I need is a certificate number. It should be on her ID card. It's a 78 digit number.
[CUSTOMER][NEUTRAL] That is her employer ID number. What I need is a certificate number, to be ID code.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you for your patience. Someone will be with you shortly. If you're calling to schedule an appointment, please have your insurance card and your doctor's order handy.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The stand up MRI is the most patient friendly and the only true open MRI. Approximately 85% of our patients are scanned sitting and watching a 42 inch flat screen TV. Claustrophobic reactions are nearly non-existent.
[CUSTOMER][NEUTRAL] Depending on what part of the body is being examined, patients can also be scanned in the conventional lie down position or occasionally standing and tilted back slightly to make them as comfortable as possible.
[CUSTOMER][POSITIVE] Operating at 0.6 Tesla, making it the highest field strength open MRI, the stand-up MRI makes diagnostic pictures of exceptional quality.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you for your
[CUSTOMER][NEUTRAL] Alright, thank you for holding so I'll have to call back because I don't have that information.
[AGENT][NEUTRAL] OK. We just, um, yeah, go ahead and get that from that insured or the insured, do you have to, do you happen to have the insured social?
[CUSTOMER][NEUTRAL] Yeah, go ahead and get that from that insured insured, yeah.
[CUSTOMER][NEUTRAL] No, just her name, date of birth, and her member ID number.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, well that member ID number is her employer number, yes ma'am. So I either get the certificate number or the insured social.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Ma'am, so
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, yes ma'am, and thanks for calling APO [PII]. You have a great day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Yes, ma'am