AccountId: 011433970860
ContactId: 039093d2-ee3f-4efb-a2af-fca2c29718b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108389 ms
Total Talk Time (AGENT): 52921 ms
Total Talk Time (CUSTOMER): 34268 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/039093d2-ee3f-4efb-a2af-fca2c29718b9_20250602T21:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I'm just calling to see if authorizations required for an outpatient surgery.
[AGENT][NEUTRAL] OK, I can get that policy pulled up and we'll take a look at uh authorizations required. Um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do, it is 01848514.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying that. Uh, so this policy, of course, is active. Effective date was [PII]. And so this is a secondary medical policy and it's very dependent on major medical. So no uh authorization is required as long as major medical is willing to pay this policy can.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Um, is there a call reference number for today?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Nope, that's all I needed. Thank you so much.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.