AccountId: 011433970860
ContactId: 555e5221-9da5-413a-9fa4-b0ef84516fbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77940 ms
Total Talk Time (AGENT): 39856 ms
Total Talk Time (CUSTOMER): 28871 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/555e5221-9da5-413a-9fa4-b0ef84516fbe_20250528T13:00_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 to see if I need pre-certification for outpatient surgery for a patient.
[AGENT][POSITIVE] OK, I'm happy to check. Do you have their policy number?
[CUSTOMER][NEUTRAL] I do. It is 01897873.
[AGENT][POSITIVE] Alright, thank you, let me pull that up here.
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh huh. [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you so much. Alright, so [PII] is active on the policy effective date showing [PII]. No pre-certifications required for this. We're the secondary insurance, so it picks up deductible, co-pay, co-insurance from the primary.
[CUSTOMER][NEUTRAL] OK, all right, so then um do you have a call reference number?
[AGENT][NEUTRAL] Absolutely. That's my name with today's date. My name is [PII], that's [PII], last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] Wonderful thanks [PII]. I hope you have a good day.
[AGENT][POSITIVE] You're welcome. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.