AccountId: 011433970860
ContactId: 4a8799e2-0abf-4211-8be9-31a47071cc2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135770 ms
Total Talk Time (AGENT): 39995 ms
Total Talk Time (CUSTOMER): 69814 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/4a8799e2-0abf-4211-8be9-31a47071cc2e_20250205T16:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling.
[CUSTOMER][NEUTRAL] I'm I'm sorry, I can't make up what you're saying hello?
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. I'm calling from the University of Michigan. Um, I'm trying to connect to someone, um, who can assist me on, on finding out whether or not a permanent authorization is required for a patient's appointment.
[AGENT][NEUTRAL] OK, I can assist you spell your first name for me?
[CUSTOMER][NEUTRAL] Um, it's [PII]
[AGENT][NEUTRAL] OK, [PII]. OK, and what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 02472660
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your phone number?
[CUSTOMER][NEUTRAL] And then um the pop.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, um 734. 0, I think I gave you the wrong. I might have, hold on, let me start over. I might have made something up. OK, the um policy.
[AGENT][NEUTRAL] You gave me the policy number, I think.
[CUSTOMER][NEUTRAL] The 02472660
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then uh my number is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it is [PII], [PII].
[AGENT][NEUTRAL] OK, thank you and you're just wanting to verify if prior authorization is required for what type service?
[CUSTOMER][NEUTRAL] Um, it's, um, an outpatient office visit. Um, I have two I have two CPT codes to check.
[AGENT][NEUTRAL] Yeah, prior authorization is not required.
[CUSTOMER][NEUTRAL] Oh, OK, alright, perfect, um, is there a reference number for our call?
[AGENT][NEUTRAL] You'll use my name in today's state as your reference [PII].
[AGENT][NEUTRAL] ONYA first initial and last name is [PII]. Anything else I can help out with today?
[CUSTOMER][POSITIVE] Um, no, that was it. I really appreciate it.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you as well bye.