AccountId: 011433970860
ContactId: 707686a0-cbbb-4588-826c-4d124342648e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127120 ms
Total Talk Time (AGENT): 47141 ms
Total Talk Time (CUSTOMER): 38596 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/707686a0-cbbb-4588-826c-4d124342648e_20250328T15:22_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], um, my name is [PII]. I was calling from [PII]. I need to make sure patient is active and I guess see if a pre-cer is required.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, none of our services require pre-cert or prior off. Um, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, one second, it is 022.
[CUSTOMER][NEUTRAL] 652-83, [PII].
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], last name is [PII], [PII].
[AGENT][NEUTRAL] Uh, it looks like this policy is termed, but let me see if she has another policy.
[CUSTOMER][NEUTRAL] I'm old, wow, OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, it looks like she has a different policy that is active. Um, can I give you that policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's 255-6265.
[CUSTOMER][NEUTRAL] And then it still will apply no author required?
[AGENT][NEUTRAL] Yes, that's correct. No offer required, um, no pre-cert. And then let me give you the effective date of that one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, that one is active and effective [PII].
[CUSTOMER][NEUTRAL] OK, and then do you have a reference number?
[AGENT][NEUTRAL] Uh, reference number is just my first name, [PII], last initial [PII] as in dog, today's date. Can I help you with anything else today, [PII]?
[CUSTOMER][POSITIVE] That'll be all thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.