AccountId: 011433970860
ContactId: f2693337-7e6e-4fe3-9ca3-c1fcf0d531ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152600 ms
Total Talk Time (AGENT): 65105 ms
Total Talk Time (CUSTOMER): 54321 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/f2693337-7e6e-4fe3-9ca3-c1fcf0d531ac_20250326T14:04_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Bonsao's authorization department. Could you please help me with the pre-certification requirements for medical service?
[AGENT][NEUTRAL] OK, sure. I can assist you with information, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, it is D as in Delta 43732539.
[AGENT][NEUTRAL] Do you see a policy certificate number? It's gonna start with a 0 followed by 7 digits. That's gonna be our number.
[CUSTOMER][NEUTRAL] Uh, yeah, I got it. It's 02580615.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, what type of service is being rendered?
[CUSTOMER][NEUTRAL] The state of uh service being rented?
[AGENT][NEUTRAL] What type of service is being rendered? Mhm.
[CUSTOMER][NEUTRAL] It is an outpatient procedure MRI.
[AGENT][NEUTRAL] An MRI? Oh, OK. So it looks like pre-certification is not gonna be required because this is a limited policy.
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Uh, so you said uh not gonna be required?
[AGENT][NEUTRAL] No, it's not gonna be required because this is a limited policy. It's not a major medical.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] All right, thank you so much. Could you please spell your name for me?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Sure. My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Thank you so much. So do you have any call reference number?
[AGENT][NEUTRAL] We don't, you can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you so much for your wonderful assistance. You have a good day.
[AGENT][POSITIVE] You're welcome. You, you as well, Mr. [PII], and thank you for calling APL. Have a good day. Bye-bye. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK