AccountId: 011433970860
ContactId: 154ac2a6-c483-409f-ad90-8d0d239ee5c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122209 ms
Total Talk Time (AGENT): 39678 ms
Total Talk Time (CUSTOMER): 40000 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/154ac2a6-c483-409f-ad90-8d0d239ee5c9_20250515T14:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling to see if the patient needs a prior authorization. It's up for a secondary.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Oh yeah doesn't have the policy number in here. Let me find it out for you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Give me just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, it is.
[CUSTOMER][NEUTRAL] 02279403
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Um, well, no, ma'am, with this policy as secondary prior authorization is not required.
[CUSTOMER][NEUTRAL] OK, and do you have a call reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date and my name is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII]. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.
[AGENT][NEUTRAL] Bye.