AccountId: 011433970860
ContactId: 76de98ed-4066-443d-b2ff-65dddc70ef0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189199 ms
Total Talk Time (AGENT): 61828 ms
Total Talk Time (CUSTOMER): 39112 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/76de98ed-4066-443d-b2ff-65dddc70ef0b_20250508T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with MD Anderson Cancer Center. I'm calling to see if a patient requires uh please.
[AGENT][NEUTRAL] Yes, I can see if authorization is required. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] 726-688.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] Alrighty and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, I believe I might have her under a different first name.
[AGENT][NEUTRAL] I think that's a middle name maybe.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] All right. Oh Lord. OK, let me see.
[CUSTOMER][NEUTRAL] If I have something
[CUSTOMER][NEUTRAL] Bear with me a second.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Da
[AGENT][NEUTRAL] You know, [PII], I think it's OK. I do believe that's sufficient. I have her as it's the [PII], so that's just wanted to confirm that that is of course her first name, uh, but the date of birth matches, so I think that's close enough, um, so the policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sorry.
[AGENT][NEUTRAL] No, no, no, you're fine. I don't want you having to hunt like, you know, just in case, um, so it is active, uh, the effective date was [PII], and this policy does not require any authorization.
[CUSTOMER][NEUTRAL] Oh great so nothing requires all.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, I appreciate it and what was your name again?
[AGENT][NEUTRAL] [PII] and was there anything else I can help you with [PII]?
[CUSTOMER][NEUTRAL] No, just your last name initial.
[AGENT][NEUTRAL] Sure, that's A.
[CUSTOMER][POSITIVE] OK. You have a great day. Thank you, bye bye.
[AGENT][POSITIVE] You too. Thank you. Bye-bye.