AccountId: 011433970860
ContactId: af0aa973-df73-45df-8357-31987cdb6213
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103349 ms
Total Talk Time (AGENT): 47787 ms
Total Talk Time (CUSTOMER): 38901 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=3.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/af0aa973-df73-45df-8357-31987cdb6213_20250407T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with Saint Francis Hospital, and I have a patient that's coming in for an MRI, and I'm trying to see if they are active and if authorization is required.
[AGENT][NEUTRAL] OK, I can help you with the eligibility and authorization, Ms. [PII]. Can I please get your callback number just in case our call is disconnected or dropped?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, for the policy number, I've got 02566557 and it's gonna be for [PII]. Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look up that policy for us real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his date is [PII] and no authorization is needed because this is not the primary insurance.
[CUSTOMER][POSITIVE] Alright perfect and do you have a call reference?
[AGENT][NEUTRAL] Yes, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] All right perfect thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a good day. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] I should be good.
[AGENT][POSITIVE] Alright you have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye bye.