AccountId: 011433970860
ContactId: 6d76b13a-e77b-4c86-a9be-67f723a6297b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146970 ms
Total Talk Time (AGENT): 37392 ms
Total Talk Time (CUSTOMER): 58680 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/6d76b13a-e77b-4c86-a9be-67f723a6297b_20250402T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Last name [PII] [PII], calling on behalf of the facility to check whether the CPD code require authorization or not. Can you please help me with that?
[AGENT][NEUTRAL] Um, yes, um, none of our procedures require prior off.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. Uh, also, um, can you please verify the number's eligibility, sorry, yes, eligibility.
[AGENT][NEUTRAL] OK, well, I can do the eligibility. um, do you have a good call back number?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] I'm ready for the number.
[AGENT][NEUTRAL] Uh, your number, what's your callback number?
[CUSTOMER][NEUTRAL] Oh, OK. I'm sorry. Uh, it's uh [PII].
[AGENT][NEUTRAL] OK, what's that policy number for that patient?
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] 1191273
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and it was [PII].
[AGENT][NEUTRAL] Uh, it looks like this policy terminated [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK. Thank you for that information. May I know your last name initial?
[AGENT][NEUTRAL] Uh, last name, uh, first, my name is [PII], first initial last name is [PII], and then today's date would be the reference number.
[CUSTOMER][NEUTRAL] Also, may I know what's the time at your end?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] What is the time at your side?
[AGENT][NEUTRAL] Uh, it's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Eastern Standard Time, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Thank you for that information and thanks for assistance, [PII]. Have a great day. Bye.
[AGENT][POSITIVE] Thanks for calling. Have a good day.