AccountId: 011433970860
ContactId: ce517af5-dc50-47d7-b6fb-60b89bd3c356
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154649 ms
Total Talk Time (AGENT): 77902 ms
Total Talk Time (CUSTOMER): 52453 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/ce517af5-dc50-47d7-b6fb-60b89bd3c356_20250124T20:11_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] Because
[CUSTOMER][NEUTRAL] Uh yes ma'am. I need to see if authorization is required for this patient's MRI.
[AGENT][NEUTRAL] OK, sure, I can assist you with authorization. And may I have your name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], and I'm sorry, what was your name again?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] My name is [PII] as well, last initial [PII]
[CUSTOMER][NEUTRAL] So who knows.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] You're hanging on to
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 0244.
[CUSTOMER][NEUTRAL] 666667.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And the MRI is gonna take place in an office setting or an outpatient facility or hospital?
[CUSTOMER][NEUTRAL] Um, outpatient facility.
[AGENT][NEUTRAL] OK. Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage. Um, let me make sure that it's a cover service before I I tell you if it's authorized or not, OK? Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so, um, yes, um, for this one, authorization is not gonna be required. This is one of our limited hospital indemnity plan.
[AGENT][NEUTRAL] Um, and it does cover MRI. Um, do you need the benefit information?
[CUSTOMER][NEUTRAL] Um, no, ma'am, I just need a call reference number and that's.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We don't have reference numbers. Yeah, I'll, I'll just not needed. Um, we don't have reference numbers. You can use my name in today's day if you will.
[CUSTOMER][NEUTRAL] If there's no all needed.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] No, ma'am, that's all. Thank you.
[AGENT][POSITIVE] Mhm. You're welcome, Ms. [PII]. Thank you for calling APR. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.