AccountId: 011433970860
ContactId: 11518e7c-2c93-40b3-ba87-e0a63297308f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88800 ms
Total Talk Time (AGENT): 36148 ms
Total Talk Time (CUSTOMER): 33486 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/11518e7c-2c93-40b3-ba87-e0a63297308f_20250218T16:44_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Saint Francis Hospital pre-arrival department. I'm just checking to see if authorizations required for anything with this plan.
[AGENT][NEUTRAL] OK, do you have a phone number in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 25664.
[CUSTOMER][NEUTRAL] Um, 59.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Um, it is [PII]. 22153.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Thank you, [PII], and you just want to know if pre-authorization was required?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. No, ma'am, this is just a secondary policy. We do not require pre-authorization.
[CUSTOMER][NEUTRAL] OK, and your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Initial to your last name?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And a reference for the call please.
[AGENT][NEUTRAL] We do not have reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you so much you have a good day and stay safe.
[AGENT][POSITIVE] Thank you, [PII], for calling APOU as well.
[CUSTOMER][NEUTRAL] Uh huh bye bye.