AccountId: 011433970860
ContactId: 224b57ee-f775-4bf2-93b1-dc56e67e3bf4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124019 ms
Total Talk Time (AGENT): 51336 ms
Total Talk Time (CUSTOMER): 49302 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/224b57ee-f775-4bf2-93b1-dc56e67e3bf4_20250514T14:46_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], and I'm calling from South Georgia Medical Center. I have a patient that's needing an outpatient test, so I wanted to see if the procedure code I have requires an authorization.
[AGENT][NEUTRAL] OK, I can verify that for you and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Mhm. [PII]. My initial is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And what is that policy number, please?
[CUSTOMER][NEUTRAL] It is KZZ.
[CUSTOMER][NEUTRAL] 028 A as in apple 77482
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] Oh, thank you so much for spelling his last name for me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, ma'am. And I do show he has a policy with our company and I can give you that policy number when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's 173-527-0.
[CUSTOMER][NEUTRAL] Now is that like a um supplemental policy?
[AGENT][NEUTRAL] It is a secondary supplemental. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You're welcome. And uh do you show his effective date is [PII] and he is active.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] Oh, you're welcome, ma'am. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye.