AccountId: 011433970860
ContactId: 5fd43eb9-e2c1-4a29-b5b1-d3f6fefb17c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69540 ms
Total Talk Time (AGENT): 21347 ms
Total Talk Time (CUSTOMER): 30749 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/5fd43eb9-e2c1-4a29-b5b1-d3f6fefb17c4_20250522T17:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm just calling to see if the procedure requires an authorization for a patient.
[AGENT][NEUTRAL] OK, um, we're a secondary and supplemental policy, so nothing requires prior off.
[CUSTOMER][NEUTRAL] OK, got you. Alrighty, um, can I just verify that the patient's eligible?
[AGENT][POSITIVE] Yeah, absolutely. Um, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII], and the policy number for that patient?
[CUSTOMER][NEUTRAL] It is 02137676.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] I've got the policy active and effective [PII].
[CUSTOMER][POSITIVE] OK, alright, thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.