AccountId: 011433970860
ContactId: e418bc07-f99e-4065-98ae-4f0c63daf43a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113190 ms
Total Talk Time (AGENT): 64450 ms
Total Talk Time (CUSTOMER): 38319 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/e418bc07-f99e-4065-98ae-4f0c63daf43a_20250127T13:57_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I am calling with the provider's office. I need to see if prior authorization is required for um an MRI or CPT code.
[AGENT][NEUTRAL] Well, it would be my pleasure to assist you with that prior prior authorization information. [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient, please, ma'am?
[CUSTOMER][NEUTRAL] 02556241
[AGENT][NEUTRAL] 02556541
[CUSTOMER][NEUTRAL] 6241.
[AGENT][POSITIVE] 62, thank you. I apologize.
[CUSTOMER][NEUTRAL] Mhm sure.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [PII] of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you, and I can help you with that authorization information. Now [PII], this policy is active. Effective date is [PII]. Now this is a secondary policy to her primary insurance and authorization is not required.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Perfect, is there a reference number for this call?
[AGENT][NEUTRAL] Reference number is my name and today's date, and I spell my name [PII].
[AGENT][POSITIVE] And it's been a pleasure to assist you with that authorization information care and anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all [PII]. Thank you so much you have a great day and the rest of your week.
[AGENT][POSITIVE] I hope you have a wonderful day and week as well, [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] Thank you bye bye.