AccountId: 011433970860
ContactId: 98d3eed8-1ab0-4575-bd49-774701da40a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108739 ms
Total Talk Time (AGENT): 57358 ms
Total Talk Time (CUSTOMER): 36369 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/98d3eed8-1ab0-4575-bd49-774701da40a9_20250220T13:49_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. My name is [PII] calling from Bond Circus authorization department.
[CUSTOMER][NEUTRAL] I wanna check authorization requirements for CPT code. Can you please help me with that?
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] My call back is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] It's 02137727.
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient name is [PII]. The date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] All right, I was fixing to ask, yes, sir, and I will be happy to assist you with authorization information. Now, the policy is active with the effective date of [PII]. This is a secondary policy to her major medical insurance, and authorization is not required.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you please spell your name for me?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Is there any
[CUSTOMER][NEUTRAL] May I know the call reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[AGENT][POSITIVE] My pleasure, [PII].
[CUSTOMER][POSITIVE] Thank you so much. That's all I further to verify. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a wonderful.