AccountId: 011433970860
ContactId: bd65dba5-1ee1-42af-8f13-6eeae89be034
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167399 ms
Total Talk Time (AGENT): 44251 ms
Total Talk Time (CUSTOMER): 42186 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/bd65dba5-1ee1-42af-8f13-6eeae89be034_20250212T13:57_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Um, yeah, this is [PII] with Doctor [PII]'s office, and we wanted to see about getting a stat CT scan please.
[AGENT][NEUTRAL] I'm sorry you're needing what information?
[CUSTOMER][NEUTRAL] Um, I need to get a prior authorization for a stat, um, CT.
[AGENT][NEUTRAL] OK, a prior off, OK, what's the policy number?
[CUSTOMER][NEUTRAL] Um, her number is 02571736.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] OK, thank you. Give me one moment, [PII].
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][POSITIVE] Thank you for verifying that for me.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] All right, so I have some information. The, uh, this policy does not require a prior authorization.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, it's not required.
[CUSTOMER][NEUTRAL] For CT.
[AGENT][NEUTRAL] Yeah, it's not required for this policy.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] OK, and what was your name again? I'm sorry.
[AGENT][NEUTRAL] You'll use my name in today's date as a reference for today's call [PII].
[AGENT][NEUTRAL] [PII] first initial and last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's all I need there's no call reference number, correct?
[AGENT][NEGATIVE] There's no number and my call is documented.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just your name in today's date.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Alrighty thank you so much ma'am.
[AGENT][POSITIVE] You're welcome, [PII]. If no other questions, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] All right thanks bye.