AccountId: 011433970860
ContactId: 3c907c61-4ea8-4479-b4b4-a9ad58ec131e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77279 ms
Total Talk Time (AGENT): 24329 ms
Total Talk Time (CUSTOMER): 37516 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/3c907c61-4ea8-4479-b4b4-a9ad58ec131e_20250528T20:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from a physician's office, and I am just trying to find out, um, we have patients scheduled for a procedure and we were just wondering if a prior off needed.
[CUSTOMER][NEUTRAL] Was needed.
[AGENT][NEUTRAL] OK. May I have a callback number, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, that policy number is.
[CUSTOMER][NEUTRAL] 02571881
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in to see if pre-authors required for this policy, no pre-authors required.
[CUSTOMER][POSITIVE] Perfect. No pres required. Wonderful. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life, [PII], have a great rest of your day.
[CUSTOMER][NEUTRAL] You too mhm bye.
[AGENT][POSITIVE] Thank you bye.