AccountId: 011433970860
ContactId: 4901cd98-d5d1-475d-93fe-6773e352fd2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 603710 ms
Total Talk Time (AGENT): 114852 ms
Total Talk Time (CUSTOMER): 45447 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/4901cd98-d5d1-475d-93fe-6773e352fd2a_20250116T21:38_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to check on the status of a pre-authorization.
[AGENT][NEUTRAL] OK, sure. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, 606-7887.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you. Um, let's see, it looks like we got something out on the [PII]. Let me look at this information. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Can you verify some codes for me?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, we sent D 6740 and D 2950.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK right now.
[AGENT][NEUTRAL] I'm waiting on the image, bear with me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, here.
[AGENT][NEUTRAL] I do apologize. I'm still waiting on the system to pull the documents.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][POSITIVE] Thank you for your patience.
[AGENT][NEUTRAL] Well.
[AGENT][NEUTRAL] I see the request.
[AGENT][NEUTRAL] I'm not seeing the.
[AGENT][NEUTRAL] The information we send.
[AGENT][NEUTRAL] There's the request again.
[AGENT][NEUTRAL] OK, let me give the examiner and see where is the copy of the, of the work request because I see the, your request. I see your, the document you send, but I don't see the one we send out, OK? Do you mind holding for me?
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me. OK, um, I, I went ahead and send over a request for this to be redone again. I, I don't see the determination. I only see your paperwork. So, um, the examiner should be working on it shortly.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] I'll just need a reference number for the call. Hold on one moment.
[AGENT][NEUTRAL] OK, we don't have reference.
[CUSTOMER][NEUTRAL] All right. What's the reference number?
[AGENT][NEUTRAL] OK, we don't have reference numbers. You can use my name in today's state if you will. Do you need the spelling of my name?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, sure. That's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day. Good afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.