AccountId: 011433970860
ContactId: 32d66115-f9b1-4a71-88bf-c701194dc7c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141330 ms
Total Talk Time (AGENT): 40769 ms
Total Talk Time (CUSTOMER): 41616 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/32d66115-f9b1-4a71-88bf-c701194dc7c7_20250114T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] [PII], um, my name is [PII]. I'm calling from Goshen Physicians Care Connect.
[AGENT][POSITIVE] Yes ma'am and how can I help you?
[CUSTOMER][NEUTRAL] I'm calling in regards to this patient to see if um prior authorization is needed.
[AGENT][POSITIVE] Oh absolutely I can help you with that. Uh, but first I'll see we're having phone issues. Can I get a callback number in case I lose you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect and the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 043731324
[AGENT][NEUTRAL] OK, that's not one of ours. Do you have their social by any chance?
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, let me give you her policy number.
[AGENT][NEUTRAL] It is 251.
[AGENT][NEUTRAL] 0994.
[AGENT][NEUTRAL] And it's an indemnity policy so prior author is not required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And could I get a reference number?
[AGENT][NEUTRAL] It's just my name M I S T Y, last initial V as [PII].
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, that is all I needed. Thank you. You have a good day.
[AGENT][POSITIVE] No problem [PII]. You too, thank you for calling APL. Have a great day.