AccountId: 011433970860
ContactId: 03a1a738-8ce1-4f17-a0fd-15b74044b987
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97830 ms
Total Talk Time (AGENT): 37570 ms
Total Talk Time (CUSTOMER): 39976 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/03a1a738-8ce1-4f17-a0fd-15b74044b987_20250401T18:03_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 need an authorization status. Can you please help me with that?
[AGENT][NEUTRAL] Uh, yeah, I'm happy to check on authorization if that's needed. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh yeah, sure. The policy number starts with 750494.
[AGENT][NEUTRAL] And may I please have your first name and a callback number?
[CUSTOMER][NEUTRAL] Yeah, sure. My name is [PII] spelled as [PII].
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name
[CUSTOMER][NEUTRAL] It is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] All right. So the patient is active. The effective date is [PII]. No pre-authorization is needed for the member.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much for the valuable information. Can I get the correct number for this call?
[AGENT][NEUTRAL] Call references my name with my last initial than today's date. My name is [PII], that's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much for assisting. Pleasure talking to you. Have a nice day.
[AGENT][NEUTRAL] You too. Bye-bye.