AccountId: 011433970860
ContactId: 8fc925f0-20ee-4ad1-b65e-0c023db070b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114300 ms
Total Talk Time (AGENT): 37414 ms
Total Talk Time (CUSTOMER): 33452 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/8fc925f0-20ee-4ad1-b65e-0c023db070b4_20250522T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from Anderson Radilogy calling about a patient we have scheduled just to make sure she has active coverage.
[AGENT][POSITIVE] OK, I can help you with uh benefits and you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, and you said [PII], is that right?
[CUSTOMER][POSITIVE] That's right. Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's the policy number for that patient, [PII]?
[CUSTOMER][NEUTRAL] I have 02386326.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] 5363.
[AGENT][NEUTRAL] Well, it shows this policy termed in uh 9-1-2024. Let me see if there's an active one by chance.
[AGENT][NEUTRAL] OK, looks like there is an active one. Let me get that pulled up.
[AGENT][NEUTRAL] OK, let me give you the active policy number. It's 2549563.
[AGENT][NEUTRAL] This policy is active and effective 912024.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and no author anything's required for imaging, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Alright, I'll get this notated thank you so much for your help.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.