AccountId: 011433970860
ContactId: d52cf99a-4789-47fa-ba1d-a1d389422472
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173960 ms
Total Talk Time (AGENT): 62748 ms
Total Talk Time (CUSTOMER): 61306 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/d52cf99a-4789-47fa-ba1d-a1d389422472_20250321T16:35_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, and here. My name is [PII] I'm calling from Bosseurs.
[CUSTOMER][NEUTRAL] Um, I'm calling because I need to initiate one authorization by phone about the CT scan.
[AGENT][POSITIVE] May I have your name again? I'm so sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, and you're calling in regards to I'm sorry if you could repeat that.
[CUSTOMER][POSITIVE] Of course, no problem.
[CUSTOMER][NEGATIVE] I'm calling because I need to initiate one authorized by phone because I don't have the credentials into the portal, the the public.
[AGENT][NEUTRAL] So you're calling for claim status, is that what you're calling for?
[CUSTOMER][NEUTRAL] Uh, initiate the authorized.
[AGENT][NEUTRAL] I'm sorry, I don't understand.
[CUSTOMER][NEUTRAL] I need to do one authorization by phone.
[AGENT][NEUTRAL] Authorization by phone. OK. Now, is this in regards, what's the policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Uh, in a facility.
[AGENT][NEUTRAL] I'm sorry, are you calling for a patient?
[CUSTOMER][NEUTRAL] My MPI.
[CUSTOMER][NEUTRAL] Uh, no, for the doctor.
[AGENT][NEUTRAL] OK, I'm so sorry. So are you calling to check for a pre-certification or pre-authorization for a procedure for a patient?
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] OK. None of our policies require any pre-carts or pre-authorizations.
[CUSTOMER][NEUTRAL] OK, I need to verify, um, these procedures require authorization or is uh no prior authorization?
[AGENT][NEUTRAL] Again, [PII], none of our policies require any pre-certifications or pre-authorizations. None of our policies do.
[CUSTOMER][NEUTRAL] Oh, OK, perfect. Uh, can you repeat me your name please and reference about this call?
[AGENT][NEUTRAL] OK. My name is [PII] and [PII], we do not use reference numbers, but you can use my name and today's date. My last initial is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help. I'm very grateful with you.
[AGENT][POSITIVE] OK, you're very welcome [PII], and thank you for calling APL. You have a great weekend. Thank you. Take care.
[CUSTOMER][POSITIVE] Bye bye. Have a great day.
[AGENT][NEUTRAL] You too bye bye.