AccountId: 011433970860
ContactId: 4620e648-3afc-451b-81a3-0bbf27bf65f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67150 ms
Total Talk Time (AGENT): 18949 ms
Total Talk Time (CUSTOMER): 32210 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/4620e648-3afc-451b-81a3-0bbf27bf65f0_20250415T13:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Division of Surgery. I'm checking on a patient. He's scheduled for surgery and I'm not sure his plan requires pre-certification.
[AGENT][NEUTRAL] OK, do you have the member ID?
[CUSTOMER][NEUTRAL] 02282032
[AGENT][NEUTRAL] And you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, [PII], do you have the date of birth of the patient and name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And patient name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, no, this policy does not require prior author or pre-cert.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] I'll document that thank you for letting me know.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.