AccountId: 011433970860
ContactId: 2f6b00ab-a7c8-44b6-965d-16e21a35a0c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136190 ms
Total Talk Time (AGENT): 58167 ms
Total Talk Time (CUSTOMER): 38651 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/2f6b00ab-a7c8-44b6-965d-16e21a35a0c2_20250331T16:24_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 [PII], this is [PII]. I'm calling to see if authorizations required for outpatient surgery.
[AGENT][NEUTRAL] I can certainly help you with that authorization information and you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][POSITIVE] You should thank you. And a callback number please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] D 43732539
[AGENT][NEUTRAL] Do you have that ID card? Uh, we need the policy certificate number.
[CUSTOMER][NEUTRAL] The policy certificate, let's see.
[CUSTOMER][NEUTRAL] Mm, OK, it's 02580615.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I see, I can help you. Now this is a limited indemnity policy. It is active as of [PII] and pre-cert is not required. We're not major medical.
[CUSTOMER][NEUTRAL] OK, and do you have a um call reference number?
[AGENT][NEUTRAL] It would be my name and today's date, and I spell my name [PII].
[AGENT][POSITIVE] And it's been a pleasure to assist you with that pre-cert information. Anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's it. I do appreciate it.
[AGENT][POSITIVE] Oh, thank you for calling EPL. Hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.