AccountId: 011433970860
ContactId: 3ccfc59c-5097-4480-a7ad-7dc8b23aaadd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163320 ms
Total Talk Time (AGENT): 72439 ms
Total Talk Time (CUSTOMER): 51929 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/3ccfc59c-5097-4480-a7ad-7dc8b23aaadd_20250321T15:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling because I have a patient that, uh, I need you to verify that she's effective, but, um, she has an upcoming procedure and I wanted to check if all that was required.
[AGENT][NEUTRAL] OK, uh sure. I can assist you with that information. And may I have your name?
[CUSTOMER][NEUTRAL] Yes, it's [PII] Last initial is [PII].
[AGENT][POSITIVE] Thank you and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, um, [PII].
[AGENT][NEUTRAL] Thank you. And let's see, what is the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] The name of the facility is West Jefferson Medical Center.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh-huh, um, 02493550.
[AGENT][NEUTRAL] And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right, and we have an effective date of [PII] and it is showing active at the moment as a secondary policy. And what type of procedures do you render for authorization?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, it is an outpatient surgery.
[AGENT][NEUTRAL] Oh, OK. Well, um, for outpatient surgeries, authorizations are not required because we're just the secondary. We follow primary.
[CUSTOMER][NEUTRAL] OK, so all is not required. Alright, thank you. Can I just get your name or reference number?
[AGENT][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] Um, we don't have reference numbers. You can use my name in today's date. My name is [PII], that's [PII].
[CUSTOMER][POSITIVE] All right, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss?
[CUSTOMER][POSITIVE] No, that would be it. Thank you.
[AGENT][POSITIVE] Mhm. OK. You're welcome and thank you for calling APO. Have a good afternoon and good weekend.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.