AccountId: 011433970860
ContactId: bca3682d-c04f-483a-ac95-79171adee7ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126269 ms
Total Talk Time (AGENT): 38539 ms
Total Talk Time (CUSTOMER): 57915 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/2025/01/22/bca3682d-c04f-483a-ac95-79171adee7ef_20250122T16:26_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII] Last initial [PII]. I'm with Ortho Virginia, the ordering doctor's office, calling to see if I need authorization for an outpatient MRI scheduled to be done in our office.
[AGENT][NEUTRAL] OK, do you have a callback number and in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure, my direct number is [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, 02046877.
[AGENT][NEUTRAL] Thank you, [PII], hold on one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you, [PII] and you were wanting to know if we paid on MRI?
[AGENT][NEUTRAL] Oh we, if you needed pre-authorization, hold on one moment, please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Right. Hm.
[AGENT][NEUTRAL] OK, this policy canceled 7124.
[CUSTOMER][NEUTRAL] Ah, OK, alrighty, so that.
[CUSTOMER][NEUTRAL] Policy term whoops.
[CUSTOMER][NEUTRAL] 727271 or 721?
[AGENT][NEUTRAL] 71 of 24.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thanks so much, [PII].
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all I needed. Thanks for your help.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You bye bye.
[AGENT][NEUTRAL] Bye-bye.