AccountId: 011433970860
ContactId: 6b535d34-bc30-4219-b8df-db7e6472edef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127339 ms
Total Talk Time (AGENT): 61239 ms
Total Talk Time (CUSTOMER): 49170 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/6b535d34-bc30-4219-b8df-db7e6472edef_20250328T15:21_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. My name is [PII]. I'm calling to see if an outpatient medical procedure requires a pre-cert.
[AGENT][NEUTRAL] I can take a look at that for you [PII]. Can I get a call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the policy number you're calling on?
[CUSTOMER][NEUTRAL] 890978-047.
[AGENT][NEUTRAL] OK, that wouldn't be one of our policy numbers.
[CUSTOMER][NEUTRAL] I was gonna say they've got two listed um the card actually shows 02479871.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy. Uh, this policy does not require authorization, however, I do show that this policy is no longer active.
[CUSTOMER][NEUTRAL] OK, is there a term date associated with it that I can take back?
[AGENT][NEUTRAL] Yes, I
[AGENT][NEUTRAL] Yes, I show the policy termed on [PII], I'm sorry, [PII], and I do not show any other active policies with us.
[CUSTOMER][NEUTRAL] OK, got you. Alright, well I think I'm good for now then, um, [PII], can I grab the first initial of your last name and if there's a call reference number?
[AGENT][NEUTRAL] Yes, it is A as in apple, and is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it for now.
[AGENT][POSITIVE] You have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Was there a call reference number or is it just your name?
[AGENT][NEUTRAL] Oh, I'm sorry. I'm sorry. Uh, uh, to reference the call, it will be my name and today's date.
[CUSTOMER][POSITIVE] OK OK all right thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful day, [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][NEUTRAL] Bye bye.