AccountId: 011433970860
ContactId: 2c5100ba-2f4c-46ad-9697-5a3ff166fcc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74580 ms
Total Talk Time (AGENT): 42059 ms
Total Talk Time (CUSTOMER): 24622 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/2c5100ba-2f4c-46ad-9697-5a3ff166fcc9_20250327T13:22_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to check to see if pre-certification is required for a patient.
[AGENT][NEUTRAL] I can help you with that, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, that's going to be 02556533.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Is [PII] [PII].
[AGENT][NEUTRAL] All right, thank you. [PII], I can help you with that pre-cert information. Uh, [PII]'s policy is active as a 10-124. This is a secondary policy to his major medical coverage and pre-cert is not required.
[CUSTOMER][NEUTRAL] Pretty you're not required. OK, is there a reference number for today's call?
[AGENT][NEUTRAL] You can use my name in today's date and I spell my name [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] That's it thank you so much you have a good day.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a wonderful day.