AccountId: 011433970860
ContactId: 50569b52-7a73-4970-a909-fb8d34cab8b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111480 ms
Total Talk Time (AGENT): 51305 ms
Total Talk Time (CUSTOMER): 47815 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/50569b52-7a73-4970-a909-fb8d34cab8b8_20250425T17:55_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. My name is [PII] and I have a mutual patient, but I'm just needing to see if some codes require authorization for an outpatient in-office nasal sinus surgery.
[AGENT][NEUTRAL] OK, I can certainly look that up. And uh what is the policy number, please?
[CUSTOMER][NEUTRAL] 01852008
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][POSITIVE] I appreciate that while I'm looking this up, if I could just have a callback number please, events that we're disconnected.
[CUSTOMER][NEUTRAL] Sure. [PII] and it's a direct line.
[AGENT][NEUTRAL] OK, thank you. It looks like he had a policy with us from [PII]. Now, I'm looking and I don't see that he has a more current policy with us. Um, now, are we talking about a, a current date or is this something that uh is going to happen in the future?
[CUSTOMER][NEUTRAL] It's gonna happen in May, so it looks like his terms in April you said?
[AGENT][NEUTRAL] Yes, [PII] is when it uh lapsed, so it doesn't look like he has a policy with us anymore.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] Now there
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] yeah, the, oh my gosh. OK, um, that is perfectly fine. Do you have a call reference number for me, [PII], or just the name, date and time?
[AGENT][NEUTRAL] It's just my name and today's date. Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] No, just the first in to your last name if that's OK for my notes.
[AGENT][NEUTRAL] It certainly, it's [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help. I appreciate it. You have a wonderful day.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Thanks for contacting API