AccountId: 011433970860
ContactId: 70eea76e-6733-4eae-8807-15c476a88541
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94180 ms
Total Talk Time (AGENT): 38848 ms
Total Talk Time (CUSTOMER): 35592 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/70eea76e-6733-4eae-8807-15c476a88541_20250115T20:57_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi this is [PII] with Lafayette Surgical. I'm calling to see if y'all um.
[CUSTOMER][NEUTRAL] And this patient still has an active policy with y'all?
[AGENT][POSITIVE] Yeah, I'd love to check that for you, Miss [PII]. Do you mind if I get a good call back number from you real quick?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][POSITIVE] Wonderful and uh the member's policy number?
[CUSTOMER][NEUTRAL] 02545827
[AGENT][NEUTRAL] OK, give me one moment to get that pulled up for you.
[AGENT][NEUTRAL] All right. And can you verify for me, pretty please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth [PII].
[AGENT][POSITIVE] Alright perfect um.
[AGENT][NEUTRAL] [PII] is current with us. His policy has been effective since [PII].
[CUSTOMER][NEUTRAL] Alrighty and then do you have a call reference number?
[AGENT][NEUTRAL] Yeah, it's just gonna be my name, [PII], [PII], and today's date.
[CUSTOMER][NEUTRAL] Alrighty, and y'all don't have you don't have to have any prior authorization or anything, I mean that this is the second.
[AGENT][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] Yeah, we're just gonna follow their major medical.
[CUSTOMER][POSITIVE] OK, alrighty, I just wanted to make sure. OK, thank you, Ms. [PII].
[AGENT][POSITIVE] Yeah, my pleasure. You have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks.