AccountId: 011433970860
ContactId: 0960a421-e5bb-49b2-862f-5117d11b4d67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89690 ms
Total Talk Time (AGENT): 34030 ms
Total Talk Time (CUSTOMER): 39071 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/0960a421-e5bb-49b2-862f-5117d11b4d67_20250304T17:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I am calling from, um, where am I calling from? I apologize, give me just a second. Doctor [PII]'s office, and I have a patient that has this insurance as a 3rd.
[CUSTOMER][NEUTRAL] And we have a test scheduled for him and I'm trying to figure out if he needs prior authorization or not.
[AGENT][NEUTRAL] OK, may I have the policy number?
[CUSTOMER][NEUTRAL] 02117284.
[AGENT][NEUTRAL] And may I have a callback number please?
[CUSTOMER][NEUTRAL] My callback number is [PII] direct.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And thank you so much, [PII] for verifying the member's policy. So for this policy, no pre pre-authorization is required.
[CUSTOMER][POSITIVE] Perfect and I'm sorry your name again was?
[AGENT][NEUTRAL] It is [PII]. Would you like me to spell that for you?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] It is spelled [PII] and today's date will be the call reference.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your time.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. [PII] have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, bye.