AccountId: 011433970860
ContactId: 7d3d0aa6-c0e7-417e-b94e-22453a796770
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83839 ms
Total Talk Time (AGENT): 42649 ms
Total Talk Time (CUSTOMER): 23979 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/7d3d0aa6-c0e7-417e-b94e-22453a796770_20250129T18:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes sir, I was calling to see if prior authorization was required for a code.
[AGENT][POSITIVE] OK, I'm happy to check. Do you have a policy number for the member?
[CUSTOMER][NEUTRAL] I do that is 02365912.
[AGENT][POSITIVE] All right, thank you so much. Let me take a look here.
[AGENT][NEUTRAL] And can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][POSITIVE] All right, thank you so much. So patient plan is active. The effective date if you need that is [PII]. Uh, no prior authorization is needed for the member plan.
[CUSTOMER][POSITIVE] Oh, that is perfect and is there a reference number that I can use for the telephone call?
[AGENT][NEUTRAL] Yes, ma'am. That's gonna be my name with my last initial, then today's date. My name again is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] Perfect. Alright, I really appreciate your help with that.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.