AccountId: 011433970860
ContactId: 73d39aa2-00c7-4f31-a240-44fb2ab6278f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120639 ms
Total Talk Time (AGENT): 40984 ms
Total Talk Time (CUSTOMER): 28580 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/73d39aa2-00c7-4f31-a240-44fb2ab6278f_20250204T21:23_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to see um the status of a pre-authorization that we sent.
[AGENT][NEUTRAL] Yes, I can certainly look that up and with whom am I speaking please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], thank you. What's the policy number we're looking at today?
[CUSTOMER][NEUTRAL] Um 606-7887.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], on [PII].
[AGENT][POSITIVE] Thank you. If I could just have a callback number please while I'm looking that up.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. I'm just looking that up now.
[AGENT][NEUTRAL] It looks like
[AGENT][NEUTRAL] He completed one on the [PII].
[CUSTOMER][NEUTRAL] OK. Could I get a copy of it?
[AGENT][NEUTRAL] For [PII].
[AGENT][POSITIVE] Yes, absolutely. And what's your fax number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And 318.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 1183. OK, let me go ahead and send this to you. Is there anything else I can do uh before I uh send off this fax?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] OK, well, thank you very much for contacting APL [PII]. I'll have this, um, sent off in just a moment. You should be getting it in the next couple of minutes.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thanks for contacting API.