AccountId: 011433970860
ContactId: 6ee00704-fe0c-45a4-b89d-d7ba71214b8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173380 ms
Total Talk Time (AGENT): 64167 ms
Total Talk Time (CUSTOMER): 56016 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/6ee00704-fe0c-45a4-b89d-d7ba71214b8c_20250102T16:56_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Calling from bond such proficient.
[CUSTOMER][NEUTRAL] I need to
[CUSTOMER][NEUTRAL] So much for the medical authorization. Can you please help me with that?
[AGENT][NEGATIVE] Oh, you're breaking up. Can you repeat what you need?
[CUSTOMER][NEUTRAL] I need to check authorization requirements for the medical.
[CUSTOMER][NEUTRAL] Surgery, can you please help me with that?
[AGENT][NEUTRAL] OK, sure. I can assist you with authorization. And may I have your name?
[CUSTOMER][NEUTRAL] [PII] last name is [PII].
[AGENT][NEUTRAL] OK. May I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, you broke up on the last four digits. Can you repeat those?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, of course. It's uh 02493350.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what type of service is being rendered for authorization?
[CUSTOMER][NEUTRAL] Uh, this is for outpatient surgery. The procedure code is 27447.
[AGENT][NEUTRAL] OK, Mr. [PII], um, authorization is not gonna be required because this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] The supplementary plan.
[CUSTOMER][POSITIVE] Thank you so much. Can I please
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm sorry, you broke up. Can you repeat?
[CUSTOMER][NEUTRAL] Can
[AGENT][NEGATIVE] You're breaking up. I, I only hear, can you? And then nothing else.
[CUSTOMER][NEUTRAL] Can you please spell your name for me?
[AGENT][NEUTRAL] OK. Yes, my name is [PII]. That's [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] May I know the call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you so much
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Well I thought
[AGENT][POSITIVE] Thank you for calling APL. Bye-bye, Mr. [PII]. You as well, Mr. [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Have a great day bye bye.