AccountId: 011433970860
ContactId: 3bbd0150-db26-482d-b735-431be2132585
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131860 ms
Total Talk Time (AGENT): 53206 ms
Total Talk Time (CUSTOMER): 65871 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/3bbd0150-db26-482d-b735-431be2132585_20250116T19:46_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, good, uh, afternoon. My name is [PII]. I am calling from the Emory Clinic, and I am calling to check and see if, uh, research is required for me that I have.
[AGENT][POSITIVE] It would be my pleasure to assist you with that pre-cert information, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, the policy number I have is
[CUSTOMER][NEUTRAL] 022 06104
[CUSTOMER][NEUTRAL] And I'm sorry, can I have your name again?
[AGENT][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Awesome thank you so much, Mr. [PII].
[AGENT][NEUTRAL] My pleasure, [PII]. And [PII], what is the the name of the patient and date of birth?
[CUSTOMER][NEUTRAL] The name of the member is [PII].
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Which
[AGENT][NEUTRAL] So this is not a major medical policy. It is active as of [PII]. Therefore, pre-cert is not required for any procedures.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Awesome and oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's um.
[CUSTOMER][NEUTRAL] Is there a reference number for the phone call?
[AGENT][NEUTRAL] It's gonna be my name in today's date.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][POSITIVE] Pretty easy, huh?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] We like it easy.
[CUSTOMER][POSITIVE] Yeah, definitely.
[AGENT][NEUTRAL] Anything else. Anything else.
[CUSTOMER][POSITIVE] Awesome thank you so much Miss [PII]. I hope you have a great day.
[AGENT][POSITIVE] I hope you do too, [PII]. It was a pleasure to assist you and thank you for calling APL. Have a lovely afternoon.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK.