AccountId: 011433970860
ContactId: 71d667ab-faa9-43f2-aeaa-da4ba8f40e71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102199 ms
Total Talk Time (AGENT): 56560 ms
Total Talk Time (CUSTOMER): 44190 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/71d667ab-faa9-43f2-aeaa-da4ba8f40e71_20250131T18:44_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], this is [PII] calling from the [PII] clinic to see if prior office required for a patient.
[AGENT][NEUTRAL] OK, yeah, I can see if authorization is required. Um, you said your name was [PII].
[CUSTOMER][NEUTRAL] Yes, [PII] spelled [PII], last initials [PII].
[AGENT][POSITIVE] Got it thank you and can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. I almost gave you my personal phone number for a minute there.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I do that so many times. It is absolutely Friday. Alrighty, do you have the policy number, [PII]?
[CUSTOMER][NEUTRAL] It's Friday.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I do. It is 02560051.
[AGENT][NEUTRAL] Alright thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] or [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and so this is a limited indemnity medical plan, uh, so there's no copays, no deductibles, and no authorization required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, awesome, is there a call reference number for this call?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much, [PII]. [PII], for your help today.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL have a great weekend.
[CUSTOMER][POSITIVE] Have a good day bye bye.
[AGENT][NEUTRAL] Bye bye.