AccountId: 011433970860
ContactId: 07c32952-75e0-4f6f-9174-71249cec72c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80639 ms
Total Talk Time (AGENT): 39589 ms
Total Talk Time (CUSTOMER): 24807 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/07c32952-75e0-4f6f-9174-71249cec72c1_20250205T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need to check a CPT code to see if authorization is required.
[AGENT][POSITIVE] OK, I'm happy to help. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] I do. It's 02495934.
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up here. Give me just a second.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient plan is active. There's no pre-authorization needed for the member's plan.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And then, can I get your first name and your the initials of your last name?
[AGENT][NEUTRAL] Yeah, absolutely. Their, my first name is [PII], which is [PII] My last initial is [PII], and that's the call reference with today's date, which is [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] OK.