AccountId: 011433970860
ContactId: e47f4b8e-9849-4ca6-a3db-020b1cf69ec0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159119 ms
Total Talk Time (AGENT): 53534 ms
Total Talk Time (CUSTOMER): 60799 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/e47f4b8e-9849-4ca6-a3db-020b1cf69ec0_20250613T12:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from Orto, Virginia. I hope I got the right line. I have a patient and I'm just trying to see if authorization is required for an MRI for him.
[AGENT][NEUTRAL] OK. And how do you spell your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you [PII]. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] 17719779
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me that policy number one more time. I think I wrote down too many numbers.
[CUSTOMER][NEUTRAL] 17719779
[AGENT][NEUTRAL] Yeah, that's too many numbers. Um, do you have the social?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I have another number. Let me try this [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Um, it is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you just want to know if this policy require pre-authorization on an MRI?
[CUSTOMER][NEUTRAL] Yes, for MRI, mhm.
[AGENT][NEUTRAL] OK, I can help you with that. No, ma'am, this policy does not require pre-certification at all.
[CUSTOMER][NEUTRAL] OK, no all required, and is there a reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] What was your name again? I'm sorry.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And last initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alright perfect thank you so much have a wonderful day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[CUSTOMER][NEUTRAL] All right. Bye-bye.