AccountId: 011433970860
ContactId: 7247c4fe-cfad-4b57-a971-6e57518fc322
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118690 ms
Total Talk Time (AGENT): 45489 ms
Total Talk Time (CUSTOMER): 40940 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/7247c4fe-cfad-4b57-a971-6e57518fc322_20250102T16:18_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] Good Morning, thank you for calling APL.
[CUSTOMER][NEUTRAL] Good morning. This is [PII]. I'm calling from MR University Hospital pre-certification department. I have a patient scheduled for echocardiogram. I need to check if pre-certification is required.
[AGENT][NEUTRAL] OK, sure. I can assist you for pre-certification or authorization. And may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure it's uh.
[CUSTOMER][NEUTRAL] 02491580.
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. OK, let me check first and see if there's a um active policy, OK? One moment.
[AGENT][NEUTRAL] OK. I don't have an active policy for this member. This one was effective [PII] and it terminated [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] and
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, uh, it this this insurance is not, not active.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Have a good day thank you bye bye.
[AGENT][POSITIVE] You as well. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.