AccountId: 011433970860
ContactId: 0d95319f-a05d-40ef-b4e3-75c9643d973b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88089 ms
Total Talk Time (AGENT): 41060 ms
Total Talk Time (CUSTOMER): 27579 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/0d95319f-a05d-40ef-b4e3-75c9643d973b_20250611T19:49_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling uh on behalf of a patient to see if they need any authorization for testing.
[AGENT][POSITIVE] I'd be happy to assist with authorization today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII] option 3.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02265962.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and I do show with um this policy we don't require since we're the gap we don't require authorization um you would just need to check with the the primary for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, um
[CUSTOMER][NEUTRAL] Do you use reference numbers for your call?
[AGENT][NEUTRAL] Reference would just be my name [PII] last initial [PII] as [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's it, thank you very much.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] You too bye.