AccountId: 011433970860
ContactId: 5e7205bc-7ce4-4a6c-ae0f-cac36f001559
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83589 ms
Total Talk Time (AGENT): 35031 ms
Total Talk Time (CUSTOMER): 25264 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/5e7205bc-7ce4-4a6c-ae0f-cac36f001559_20250220T14:27_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I was just calling to see if patient need an authorization.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] I'm [PII] calling from A Meteorology.
[AGENT][NEUTRAL] And do you have a phone number in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 02292679
[AGENT][NEUTRAL] Thank you, [PII], hold on one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And was that patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you just wanted to know if we needed pre-authorization on this policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. Um, we do not need pre-authorization. This is a secondary policy that coordinates with the primary.
[CUSTOMER][POSITIVE] Awesome alrighty.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm