AccountId: 011433970860
ContactId: 6a8942df-6da2-4c9d-8fb3-806156a5cd0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87279 ms
Total Talk Time (AGENT): 41028 ms
Total Talk Time (CUSTOMER): 33659 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/6a8942df-6da2-4c9d-8fb3-806156a5cd0c_20250312T16:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] from Novant Health Salem Surgical Associates. I'm just calling to see if our patient needs authorization on an outpatient surgery, please.
[AGENT][NEUTRAL] All right, I can check to see if pre-op is needed. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It is um 02595081.
[AGENT][NEUTRAL] All right, and.
[AGENT][NEUTRAL] If I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Um, her date of birth is [PII].
[AGENT][NEUTRAL] All right. So the patient is active. Their effective date, if you need that is [PII]. Uh, it is a limited benefit plan, no prior office needed for a surgery.
[CUSTOMER][POSITIVE] Cool, thank you very much I really appreciate that. Is there like a reference number or anything?
[AGENT][NEUTRAL] Absolutely. Call reference would be my name with my last initial and then today's date. My name again is [PII], that's [PII], last initial [PII].
[CUSTOMER][POSITIVE] Thank you very much for your assistance.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.