AccountId: 011433970860
ContactId: 8ca68196-8a09-4448-a596-9713eecf4daf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118790 ms
Total Talk Time (AGENT): 63701 ms
Total Talk Time (CUSTOMER): 46617 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/8ca68196-8a09-4448-a596-9713eecf4daf_20250326T17:58_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I am calling from Oklahoma Surgical Hospital. I have a patient who is scheduled for um surgery tomorrow and I need to verify if his policy is active and if it requires prior off.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] Yes, it is [PII] and that's the direct number. Uh, Miss [PII], could I have an initial to your last name?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number you're calling on?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, what we have is 02346441.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you for verifying the information, verifying the policy and you are calling to see if the policy is effective.
[CUSTOMER][NEUTRAL] Yes, and if it requires fire off.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I show the policy has been effective since [PII]. It is still active. Uh, this policy does not require, um,
[AGENT][NEUTRAL] Pre-authorization.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, Ms. [PII], can I get a call reference number?
[AGENT][NEUTRAL] To reference our call, you will use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm and today's.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then um what time do you have where you're at?
[AGENT][NEUTRAL] Uh, I have, uh, [PII] exactly. And let me give you, uh, their updated policy, the most the most current uh policy number. It is 256-657-6.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That was 256-657-6.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] All right well thank you so much for your time I appreciate it.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling APO. Bye-bye.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] All right thank you bye.