AccountId: 011433970860
ContactId: 9466e4d7-765f-4112-8382-0f6e184b2ee1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277700 ms
Total Talk Time (AGENT): 109216 ms
Total Talk Time (CUSTOMER): 57522 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/9466e4d7-765f-4112-8382-0f6e184b2ee1_20250221T22:01_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes. I was calling to see about if a patient needs pre-cert for a test, please.
[AGENT][NEUTRAL] OK, sure. I can assist you with information. And may I have your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected Miss [PII].
[CUSTOMER][NEUTRAL] [PII] option 2.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02663497
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Um, let me have that policy number one more time. I didn't pull that name.
[CUSTOMER][NEUTRAL] 02663497
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me try another system. I'm not sure if it's that. Bear with me just a second, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So are you looking for the medical ID or the policy certificate number?
[AGENT][NEUTRAL] Policy certificate.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm not sure why it's not pulling up. Um, are you looking, um, are you looking at the card?
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Let me see if I can pull it up.
[AGENT][NEUTRAL] OK, yes. Yeah, I tried again, but it's still saying the invalid policy number, so.
[AGENT][NEGATIVE] Not really sure why is it giving me that.
[AGENT][NEGATIVE] So maybe um one of the digits is probably wrong.
[CUSTOMER][NEUTRAL] Try 02563497.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I did find a member here. um, let me have the name and date of birth one more time.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, thank you. Alright, and what type of service is being rendered this pretty.
[CUSTOMER][NEUTRAL] It's for an MRI brain with and without contrast.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so please start our pre-authorization is not gonna be required. Um, this particular policy is one of our limited hospital indemnity policies.
[AGENT][NEUTRAL] So it is a limited plan.
[CUSTOMER][NEUTRAL] OK. So is this not covered?
[AGENT][NEUTRAL] It is covered, um, it's under the diagnostic testing, but pre-sur is not required because it's a limited policy, so it pays a small amount. It's not a major medical. Do you need the benefit information?
[CUSTOMER][NEUTRAL] No, that's fine. Um, and is there a call reference?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's state if you will.
[CUSTOMER][NEUTRAL] OK, and that is again?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.