AccountId: 011433970860
ContactId: b9fb59aa-1799-4681-a266-000b76b164fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125279 ms
Total Talk Time (AGENT): 45768 ms
Total Talk Time (CUSTOMER): 47166 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/b9fb59aa-1799-4681-a266-000b76b164fe_20250521T18:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a doctor's office regarding a patient needing um a CT scan and y'all are secondary insurance. Do I need to get a pre-cert?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, more than likely you don't, but let me go ahead and look at the policy just to make sure. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, my name's [PII], last initial [PII], and my direct phone number is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, it is.
[CUSTOMER][NEUTRAL] Policy er number is 02545827.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so this is the mailing policy. Yeah, authorization is not gonna be required on this one.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect. Do you have a reference number for the call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today's date if you will. Do you need the spelling of my name or any other information, Miss [PII]?
[CUSTOMER][NEUTRAL] The spelling, please?
[AGENT][NEUTRAL] Sure, that's [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much. I really appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APR. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.