AccountId: 011433970860
ContactId: bb2d487c-4c75-462f-a3f6-b930efae8146
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101139 ms
Total Talk Time (AGENT): 56979 ms
Total Talk Time (CUSTOMER): 42090 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/bb2d487c-4c75-462f-a3f6-b930efae8146_20250114T20:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi this is [PII] at Advanced Orthopedics. I'm calling in to ask um.
[CUSTOMER][NEUTRAL] If authorization is going to be needed for this member to have an MRI.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, sure. I can assist you with that information. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, that is [PII] extension [PII] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, that is um.
[CUSTOMER][NEUTRAL] 024583777
[AGENT][NEUTRAL] OK, what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mm, thank you. OK, Miss [PII], um, this particular policy is one of our secondary supplemental plan to the major medical. Authorization is not gonna be required because we're just the secondary. Um, it needs to be approved and authorized by the major medical. We follow major medical. Mhm.
[CUSTOMER][NEUTRAL] OK, perfect and may I have the first initial of your last name and a reference number?
[AGENT][NEUTRAL] That's gonna be [PII], and we don't have reference numbers. You can use my name in today's date if you would like this you need, do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Um, yeah, can you spell your first name please?
[AGENT][NEUTRAL] Sure. That's [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] OK, thank you so much have a great day.
[AGENT][POSITIVE] USO Miss [PII] and thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] Thanks bye bye.