AccountId: 011433970860
ContactId: 8b394e68-c778-46d5-8744-392e26fe82e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95150 ms
Total Talk Time (AGENT): 43550 ms
Total Talk Time (CUSTOMER): 31608 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/8b394e68-c778-46d5-8744-392e26fe82e2_20250122T14:01_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to check on the status of a pre-authorization for a patient.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK. And what's the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 02548962
[AGENT][NEUTRAL] And your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And you're calling to verify if a prior authorization is required?
[CUSTOMER][NEUTRAL] Calling to check on the status of one we sent one out on the [PII] just seeing what the status is.
[AGENT][NEUTRAL] OK, this policy doesn't require a prior authorization. This is a dental policy, so are you calling from a dental office or medical?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] Yeah, probably you mean a pre-estimate?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, when did you submit the 3D?
[CUSTOMER][NEUTRAL] On the [PII].
[AGENT][NEUTRAL] Of January.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not showing it received.
[CUSTOMER][NEUTRAL] OK, that's all I needed. Can I just get a reference number?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII] A. First initial of last name is [PII] and any other questions, [PII]?
[CUSTOMER][POSITIVE] That's all thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.