AccountId: 011433970860
ContactId: 4e1b5387-fb41-45c5-af42-bd37f3b35784
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98330 ms
Total Talk Time (AGENT): 46708 ms
Total Talk Time (CUSTOMER): 30989 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/4e1b5387-fb41-45c5-af42-bd37f3b35784_20250523T13:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with AdventHealth calling to see if a procedure code for a CAT scan will require authorization.
[AGENT][NEUTRAL] OK, well, I have to verify pre-authorization for you, ma. I'm sorry, Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] I have 2549492.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Excuse me, I'm sorry, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth? I'm sorry.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII]. He is active on the policy, and this policy is secondary supplemental plan, so pre-cart or prior authorization is not required.
[CUSTOMER][NEUTRAL] OK, thank you and um may I have your last initial for call reference?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] And is there a reference number or can I just use your name?
[AGENT][NEUTRAL] Uh, if you like, you can use my name at today's date.
[CUSTOMER][POSITIVE] OK perfect that'll be everything thanks so much for your help.
[AGENT][POSITIVE] Yes ma'am, thank you for calling APL. Have a great day and weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.