AccountId: 011433970860
ContactId: 65616334-2ab4-477e-9799-c189239da2a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128440 ms
Total Talk Time (AGENT): 66267 ms
Total Talk Time (CUSTOMER): 33210 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/65616334-2ab4-477e-9799-c189239da2a1_20250502T15:00_UTC.wav
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[AGENT][NEUTRAL] Thank thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling with Doctor [PII]'s office. I'm calling to determine if authorization is required on a procedure for a patient.
[AGENT][NEUTRAL] OK, alright, I can help you with authorization [PII] can I please get your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and South Georgia Physicians Group.
[AGENT][POSITIVE] OK, thank you so much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII] and 01735273.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[AGENT][NEUTRAL] Alright, I do show that this policy for [PII] is no longer active. The policy terminated on [PII].
[AGENT][NEUTRAL] And let me check though to see if he has another policy that's active, and he does. Let me give you a good policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] 2500293
[AGENT][NEUTRAL] And pre-opization is not required um this is not the major medical it's a um supplemental policy.
[CUSTOMER][NEUTRAL] It's a supplemental.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much and is there a call reference number or anything for today?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] You're welcome, [PII] is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] That's got it have a good weekend.
[AGENT][POSITIVE] Alright you have a wonderful weekend too, and thanks for calling APL mhm bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.