AccountId: 011433970860
ContactId: 285a8d25-4e0f-4ab9-add7-3ae5fa053b8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119400 ms
Total Talk Time (AGENT): 43729 ms
Total Talk Time (CUSTOMER): 32971 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/285a8d25-4e0f-4ab9-add7-3ae5fa053b8e_20250203T20:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from the provider's office. I'm just trying to check and see if some CPT codes need prior authorization for a patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with pre-op, and I'm sorry, I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And where are you coming from?
[CUSTOMER][NEUTRAL] The doctor's office.
[CUSTOMER][NEUTRAL] SSM like Saint Louis gastroenterology.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, I have 01964142.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII] and the last name is [PII], birthday is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm let me see if I have a new policy. This one is terminated. Bear with me.
[AGENT][NEUTRAL] Yeah, I don't have an active policy for this member. Um this last policy was active from [PII].
[CUSTOMER][POSITIVE] OK perfect well I will make note of that thank you very much I appreciate your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day, Miss [PII].