AccountId: 011433970860
ContactId: 915ce3b1-d526-4223-a368-e70134f147da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128940 ms
Total Talk Time (AGENT): 63644 ms
Total Talk Time (CUSTOMER): 44711 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/915ce3b1-d526-4223-a368-e70134f147da_20250325T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and my last initial is [PII]. I am calling to check if prior authorization is required on a member.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with prior authorization. Can I please get your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] Oh sure, that is [PII] and I'm calling from Lexington Medical Heart and Vascular.
[AGENT][NEUTRAL] OK, thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] And this is for [PII]. Date of birth is [PII], and the ID number is 02594640.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us and his effective date is [PII].
[AGENT][NEUTRAL] And I'm going to need to uh transfer you now on over to uh multi plan to see if prior authorization would be needed for this policy so let me give you that phone number um it's [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, it's gonna be a quick hold. I'm gonna transfer you on over. Is there anything else, Miss [PII], I can help you with before I transfer?
[CUSTOMER][POSITIVE] Uh, no, that was all for today. Thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a great day and thanks for calling APL. Bye bye ma'am.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[CUSTOMER][NEUTRAL] For questions about