AccountId: 011433970860
ContactId: 863eca0f-83e9-45b6-a902-62ff81c92ed6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140619 ms
Total Talk Time (AGENT): 64108 ms
Total Talk Time (CUSTOMER): 77575 ms
Interruptions: 1
Overall Sentiment: AGENT=3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/863eca0f-83e9-45b6-a902-62ff81c92ed6_20250207T14:29_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi [PII]. Hopefully I got the right um.
[CUSTOMER][NEUTRAL] The right line, but I'm calling in regards to a patient that's being seen here at the urgent care and I was checking to see if this is where I initiate authorizations for like CT scans or to see if one's required.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] Yes, ma'am, it's [PII] and then my last initial is [PII].
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 02563560.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. And it would be my pleasure to assist you with that authorization. Now, I'm showing your policy is active as of [PII]. This is not a major medical policy and does not require authorization.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. No, uh, not medical.
[AGENT][NEUTRAL] It's not major medical. It is a medical policy but not major medical.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Not major medical. And you said when um when was the plan active? I'm sorry.
[AGENT][NEUTRAL] 11, no problem. It's Friday, girl.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] 114 2024.
[CUSTOMER][NEUTRAL] 44 2024. Perfect. And do you have a call reference number I can add?
[AGENT][NEUTRAL] Call reference number is my name and today's date, and I spell my name [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Mhm perfect.
[AGENT][NEUTRAL] First initial last name [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you.
[AGENT][POSITIVE] It's been a pleasure to assist you with that authorization information. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] [PII], thank you for calling APL. I hope you have a wonderful day and a very happy weekend.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you. Bye-bye.