AccountId: 011433970860
ContactId: 24acb96a-d2d0-411f-874d-969a66f00fcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105050 ms
Total Talk Time (AGENT): 47802 ms
Total Talk Time (CUSTOMER): 34429 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/24acb96a-d2d0-411f-874d-969a66f00fcf_20250210T18:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], good morning. My name is [PII] and I am calling from Therapy 2000 Green Apple Therapy, um, to check if authorization is required for a particular service.
[AGENT][POSITIVE] OK, [PII], I'm happy to take a look. Do we have the patient's policy number? I can pull that up.
[CUSTOMER][NEUTRAL] Yeah, for sure. um, let me know when you're ready.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] It's 02544842.
[AGENT][POSITIVE] All right. Thank you so much. Let me pull this up here. One moment.
[AGENT][NEUTRAL] All right. And then if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient's plan is active. The effective date if you need that is [PII], and for this member's plan, there is no pre-authorization required.
[CUSTOMER][POSITIVE] Fantastic. Um, OK, that's all I needed and just a reference whenever you're ready.
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial in today's date. My name is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] OK, perfect. And today's date. All right, thank you so much, sir. I truly appreciate that.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You do the same bye bye.
[AGENT][NEUTRAL] Bye-bye.