AccountId: 011433970860
ContactId: c3bc409e-f995-4de7-b615-37e135b29758
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102980 ms
Total Talk Time (AGENT): 50418 ms
Total Talk Time (CUSTOMER): 33158 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/c3bc409e-f995-4de7-b615-37e135b29758_20250424T19:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I need to check to see if a patient um needs uh authorization for a CT scan.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the authorization and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][POSITIVE] Thank you for that. And the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] It's 02617458.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so the policy is active for [PII] as of [PII], and there is no prior authorization or pre-set required because we're not a major medical insurance company.
[CUSTOMER][NEUTRAL] OK, and can I get a reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. And again, that's [PII], first initial and my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you, [PII].
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No, that is all I thank you for checking.
[AGENT][POSITIVE] Alright thanks
[AGENT][POSITIVE] You're welcome. Thanks for calling APO. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.