AccountId: 011433970860
ContactId: 7fc25b01-33fe-472f-bd82-e84483b9199c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159020 ms
Total Talk Time (AGENT): 42477 ms
Total Talk Time (CUSTOMER): 33602 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/7fc25b01-33fe-472f-bd82-e84483b9199c_20250113T21:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] He always calling to check on the status of a pre-authorization.
[AGENT][NEUTRAL] Um, yes, ma'am. First, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] Um, [PII], and it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It is 606-7887.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] OK, I'm showing that it was received but it's still pending.
[CUSTOMER][NEUTRAL] Still paining.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Uh, can I
[AGENT][NEUTRAL] OK, give it 1 to 2 business days.
[CUSTOMER][NEUTRAL] Under 2 business days.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right. And can I get a reference number for the call?
[AGENT][NEUTRAL] Yes, so the reference number, you can use my name and today's date. My name is [PII] um it's spelled [PII] Last initial is [PII], and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am. That was all. Thank you so much.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] OK. Thank you, [PII] for calling APL. You have a great rest of your day. Bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Mm thank you.