AccountId: 011433970860
ContactId: 5e261e75-9657-469e-b949-c5af27d2378a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103819 ms
Total Talk Time (AGENT): 53541 ms
Total Talk Time (CUSTOMER): 36539 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/5e261e75-9657-469e-b949-c5af27d2378a_20250220T15:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Prometica pre-cert department. Just checking for eligibility and benefits and of authorization is required.
[AGENT][NEUTRAL] OK, Miss, and you said your name was [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, Ms. [PII], may I get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you and then um so I can check the benefits for the patient and the pre-cert. May I please get the insured's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, name is [PII] Forget. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And policy number is 02117472.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII], and this is a secondary insurance, a gap insurance, so there is no authorization needed because it's not the primary.
[CUSTOMER][POSITIVE] All right, perfect, that is all I needed today.
[AGENT][POSITIVE] All right, well you have a good day, Ms. [PII], and thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][NEUTRAL] Bye bye.