AccountId: 011433970860
ContactId: 4117a41f-6cce-4261-9d5c-5a2c6514b869
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85080 ms
Total Talk Time (AGENT): 36259 ms
Total Talk Time (CUSTOMER): 31812 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/4117a41f-6cce-4261-9d5c-5a2c6514b869_20250523T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I was calling to uh initiate an authorization or to see if it requires.
[AGENT][NEUTRAL] OK, I can help you, [PII]. Do you have the policy number?
[CUSTOMER][NEUTRAL] It is 02570017.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. I didn't get your name. I'm sorry.
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] First initial of my last name is [PII].
[AGENT][NEUTRAL] And you'll use my name in today's date as reference for today's call.
[AGENT][NEUTRAL] And [PII], what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Try to say his name [PII] I guess [PII] [PII].
[AGENT][NEUTRAL] Mhm. Mhm. Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling to verify the authorization is required for a service it's not required under this plan for this policy it's not required.
[CUSTOMER][NEUTRAL] It's see if it's quiet, yes.
[CUSTOMER][NEUTRAL] It's not required?
[AGENT][NEGATIVE] It's not.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] No, OK, alright, that's all I needed.
[AGENT][POSITIVE] Alrighty, if no other questions, thanks for calling APL have a good weekend.
[CUSTOMER][POSITIVE] Thank you you too bye bye.