AccountId: 011433970860
ContactId: 8971f273-2bee-4058-b092-903922b04827
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81599 ms
Total Talk Time (AGENT): 41660 ms
Total Talk Time (CUSTOMER): 22889 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/8971f273-2bee-4058-b092-903922b04827_20250604T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm just checking to see if a prior authorization is needed for a patient for an EGD.
[AGENT][NEUTRAL] OK, I can check to see if authorization is required um what was your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I have 020882227.
[AGENT][NEUTRAL] All right. And what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy, it is a limited indemnity medical plan, so, uh, no authorization is required for any procedure.
[CUSTOMER][POSITIVE] Oh, OK, perfect. Can I get a reference number?
[AGENT][NEUTRAL] Yeah, it would just be my first name, last initial, and today's date. Um so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that is it. Thank you very much.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Bye bye.