AccountId: 011433970860
ContactId: ddeb81c7-3922-4c5d-88c4-94735093c185
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115160 ms
Total Talk Time (AGENT): 53609 ms
Total Talk Time (CUSTOMER): 32027 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/2025/03/13/ddeb81c7-3922-4c5d-88c4-94735093c185_20250313T17:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to see if the patient would need prior authorization.
[AGENT][NEUTRAL] OK, I can help you with prior authorization of the patient. Can I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And it's Emerson Road Imaging Center.
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII] 02191743.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Mm, OK, so looking at [PII]'s policy, I do show that she does have an effective date of [PII].
[AGENT][NEUTRAL] The policy is active and no pre-authorization is required because this is not the primary insurance.
[CUSTOMER][NEUTRAL] OK and uh do you have a reference number for our call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name it's [PII] and today date.
[AGENT][NEUTRAL] Is there anything else I can help you with, Miss [PII]?
[CUSTOMER][NEUTRAL] OK, I'm sorry, what was your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, no, just your name again?
[CUSTOMER][POSITIVE] All right, OK, thank you so much.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling ATS.
[CUSTOMER][POSITIVE] Thanks bye.