AccountId: 011433970860
ContactId: d7435f44-9a47-4fa0-b995-9f737be58e7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95160 ms
Total Talk Time (AGENT): 51422 ms
Total Talk Time (CUSTOMER): 31272 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/d7435f44-9a47-4fa0-b995-9f737be58e7e_20250410T21:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm looking to authorize a scan. Am I in the right place?
[AGENT][NEUTRAL] Oh, just needing to see if authorization is required.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, I can check that for you. Um, what was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Uh it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do, it is.
[CUSTOMER][NEUTRAL] 02584454
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so of course this policy is active. Effective date was [PII] and so this is a limited indemnity medical plan. Uh, so just pay the set dollar amount per covered procedure office visit, um, no copays, no deductibles, and no authorization is required.
[CUSTOMER][NEUTRAL] For any exams or scans.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Like, uh, radiology.
[AGENT][NEUTRAL] Yes, no authorization required.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Of course is there anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect thank you.
[CUSTOMER][NEUTRAL] No ma'am, that's all.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you, bye bye