AccountId: 011433970860
ContactId: d76afac6-bae2-46e8-ad24-fc184cb452d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107290 ms
Total Talk Time (AGENT): 42286 ms
Total Talk Time (CUSTOMER): 53965 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/d76afac6-bae2-46e8-ad24-fc184cb452d0_20250505T14:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling about a patient of ours. I'm calling from Miller Heights Medical, whether or not he needs a pre-certification for a CAT scan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] CAT scan. OK. I can help you. What's your name?
[CUSTOMER][NEUTRAL] [PII] and yours?
[AGENT][NEUTRAL] [PII], do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, um, 02243388 and can I get your name as well?
[AGENT][NEUTRAL] And I get
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] First initial of my last name is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, his name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Like the accent, yeah, I, I'm press.
[AGENT][NEUTRAL] And you're wanting to know if pre-ser is required for a CT scan. It's not required under this plan.
[CUSTOMER][NEGATIVE] It's not.
[AGENT][NEUTRAL] It's not required.
[CUSTOMER][NEUTRAL] OK, and do you have a reference number for the call?
[AGENT][NEUTRAL] Mhm you'll use my name in today's date as your reference.
[AGENT][NEUTRAL] And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Um, no, is there any kind of like, um, approval letter or anything you send or no?
[AGENT][NEUTRAL] Uh, no, because it's, it's not a requirement to have a pre-search or prior authorization.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mhm bye.