AccountId: 011433970860
ContactId: 5f89751d-bade-401c-a58c-e776f1995ead
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136389 ms
Total Talk Time (AGENT): 61758 ms
Total Talk Time (CUSTOMER): 46793 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/5f89751d-bade-401c-a58c-e776f1995ead_20250218T18:32_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Publicly. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from By For Wealth Medical Center to check on the authorization requirements.
[AGENT][NEUTRAL] I'm sorry, your name again?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the initial is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. May I have a
[CUSTOMER][NEUTRAL] And could you please spell out your name?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Could you please spell out your name?
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII]
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][NEUTRAL] You're welcome. May I have a policy number?
[CUSTOMER][NEUTRAL] The policy number is 01896422.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Is the patient's name is
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This policy is effective, [PII] and it is active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] What other information can I provide for you today?
[CUSTOMER][NEUTRAL] I want to check the authorization.
[AGENT][NEUTRAL] Prior art is not required?
[CUSTOMER][NEUTRAL] Whether is
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Prior author is not required for these policies?
[CUSTOMER][NEUTRAL] OK. Got it.
[CUSTOMER][POSITIVE] Thank you. Thank you for your assistance. Have a nice day. And may I have the conference number?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII]. Last initial is [PII] along with today's date. Guru, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, no, [PII]. Uh, that's all for the day, sir. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Yes, you too. Bye-bye.