AccountId: 011433970860
ContactId: 8f096eaf-cf28-4711-b651-ac327bfc68ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96639 ms
Total Talk Time (AGENT): 34459 ms
Total Talk Time (CUSTOMER): 33517 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/8f096eaf-cf28-4711-b651-ac327bfc68ad_20250121T13:08_UTC.wav
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[AGENT][NEUTRAL] Calling UP this is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from UAP clinic. I need to obtain prior authorization, please.
[AGENT][NEUTRAL] OK, and you have the policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh yes, let me scroll over here, uh, 02500939.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and you said that you're calling to uh get prior authorization?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Prior authorization is not required for this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see was that it was listed as a limited identity. I just wanted to make sure before we go more on it that way.
[AGENT][NEUTRAL] OK. All right. Any other questions?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] No, um, I just need a reference number for the phone call.
[AGENT][NEUTRAL] You'll use my name in today's state as your reference, [PII] First initial of my last name is [PII]. And did you have any other questions I can assist with today?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] No, that was all that I needed.
[AGENT][POSITIVE] OK, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.