AccountId: 011433970860
ContactId: 8db7dc63-66d3-4971-a6a7-a1c3fe85ee6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142580 ms
Total Talk Time (AGENT): 72116 ms
Total Talk Time (CUSTOMER): 41485 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/8db7dc63-66d3-4971-a6a7-a1c3fe85ee6c_20241230T14:54_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at AMed Orthopedics. Um, I just need to verify eligibility and see if I need authorization for outpatient surgery.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility and outpatient authorization, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02386321.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Welcome. How do you spell your first name?
[AGENT][NEUTRAL] It's [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And may I have the name and date of birth of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. All right, let me check and see if there's another policy. This one is terminated. One moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I did find a new one. Let me pull it.
[AGENT][NEUTRAL] OK, let me start off by giving you the correct policy number. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, the policy number is 0255.
[AGENT][NEUTRAL] 0987.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is active at the moment. This is one of our secondary supplemental plan to the major medical. Outpatient um authorization for surgery is not required.
[CUSTOMER][NEUTRAL] OK, patient, uh.
[CUSTOMER][NEUTRAL] OK and then um do you have a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, no, not at this time. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome and thank you for calling APL. Have a good day, Miss.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm bye bye.