AccountId: 011433970860
ContactId: 5b4f6845-fbbb-48ea-a2f5-7c8d0bfab531
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138479 ms
Total Talk Time (AGENT): 61980 ms
Total Talk Time (CUSTOMER): 68061 ms
Interruptions: 3
Overall Sentiment: AGENT=3.1, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/5b4f6845-fbbb-48ea-a2f5-7c8d0bfab531_20250522T19:58_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, uh, my name is [PII]. Last initial is [PII], and I am calling to check if prior authors required on a member.
[AGENT][NEUTRAL] [PII], it would be my pleasure to assist you with that prior author information. What is the callback number?
[CUSTOMER][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh yes, that is.
[CUSTOMER][NEUTRAL] 02217767
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] And that is [PII]'s date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And [PII], I am showing that [PII]'s policy is active with the effective date of [PII]. This is not a major medical policy. It's a limited indemnity policy, pre-cert is not required.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I see.
[CUSTOMER][POSITIVE] Perfect. All right.
[AGENT][NEUTRAL] Anything else I can help you?
[CUSTOMER][NEUTRAL] And um I think that's all no that was all. The only other thing I would need is the first initial to your last name and would there be a call reference number or or just your name?
[AGENT][NEUTRAL] It's gonna be my name in today's date and I spell my name [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well thank you so much for your help today I really appreciate it.
[AGENT][POSITIVE] My pleasure, [PII]. Thank you for calling APL. Hope you have a great day and a happy weekend.
[AGENT][POSITIVE] Oh, I'm sorry, we got one more day. I'm so excited. I just I'm jumping to tomorrow.
[CUSTOMER][POSITIVE] Thank you you as well.
[CUSTOMER][POSITIVE] 00, that's right. I went along with the juice. All right, thank you.
[AGENT][NEUTRAL] Oh, I just realized one more day.
[AGENT][POSITIVE] You're welcome. Well, have a great weekend when it comes.
[CUSTOMER][NEUTRAL] Yeah. Alright.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You, yes, you too. Thank you. Mm bye-bye.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Lovely.