AccountId: 011433970860
ContactId: 9854d374-eff4-44e8-bbc4-a44cb29f4729
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97629 ms
Total Talk Time (AGENT): 36310 ms
Total Talk Time (CUSTOMER): 32878 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/9854d374-eff4-44e8-bbc4-a44cb29f4729_20241231T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am, and my, my name is [PII]. I'm calling from the provider's office. I'm just calling to see if we need to request a prior authorization before doing a outpatient surgery.
[AGENT][NEUTRAL] OK, what's your, what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 01792125.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me the three middle digits.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] All right, thank you very much for that information, [PII], and you're wanting to know if prior all is required. It's not required.
[CUSTOMER][NEUTRAL] OK, can I get your name one more time?
[AGENT][NEUTRAL] Sure, you, you'll use my name in today's date as your reference. [PII], and did you have any other questions?
[CUSTOMER][NEUTRAL] No, ma'am, that was all I needed.
[AGENT][POSITIVE] Alrighty well thank you for calling APL have a happy new year.
[CUSTOMER][POSITIVE] All right thank you you as well bye.
[AGENT][NEUTRAL] Bye bye.