AccountId: 011433970860
ContactId: d1c61398-3ca7-4ec0-9337-ace30193872e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113360 ms
Total Talk Time (AGENT): 51540 ms
Total Talk Time (CUSTOMER): 48329 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/d1c61398-3ca7-4ec0-9337-ace30193872e_20250317T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] Last initial [PII]. I'm with Ortho Virginia, the ordering doctor's office. I'm just calling to see if I need authorization for an outpatient MRI scheduled to be done in our office.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah my direct number is [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 02435032
[AGENT][NEUTRAL] Can you please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And no, since this is secondary gap insurance, there's no authorization required because we go by the primary insurance um guidelines.
[CUSTOMER][NEUTRAL] OK, super, um, is there a reference number for our caller or do I just use your name and the date?
[AGENT][NEUTRAL] Yes, ma'am. You just use my name in today's date.
[AGENT][NEUTRAL] And my name is
[CUSTOMER][NEUTRAL] OK, and you said your name was [PII]?
[AGENT][NEUTRAL] Yes, ma'am. And last initial is [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That's all I need for now, thank you.
[AGENT][POSITIVE] Mhm. Thank you, [PII], for calling ATL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.