AccountId: 011433970860
ContactId: 32fd91a3-d167-492c-a13c-073ffc2c34ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75709 ms
Total Talk Time (AGENT): 30525 ms
Total Talk Time (CUSTOMER): 24740 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/32fd91a3-d167-492c-a13c-073ffc2c34ca_20250509T17:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was calling to see if prior authorization is required for a patient.
[AGENT][NEUTRAL] OK, I can verify that for you, Ms. [PII], and what's the policy number, please?
[CUSTOMER][NEUTRAL] 018488877
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] Thank you, see. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] His birth date is [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII], and this policy is secondary, so prior authorization is not required.
[CUSTOMER][POSITIVE] OK, that's what I needed to know thank you very much appreciate your help.
[AGENT][POSITIVE] All right, you're welcome, Ms. [PII]. Thank you for calling APL. Have a great day and weekend.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Mm bye.