AccountId: 011433970860
ContactId: 99476f3e-d5c1-421e-b4a0-f9e08d1fab50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96309 ms
Total Talk Time (AGENT): 39169 ms
Total Talk Time (CUSTOMER): 31840 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/99476f3e-d5c1-421e-b4a0-f9e08d1fab50_20250114T20:02_UTC.wav
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[AGENT][POSITIVE] Good Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Crescent City Orthopedics. I am calling to see if authorization is required for patient surgery.
[AGENT][NEUTRAL] OK, sure, I can assist you with authorization information, Miss [PII]. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Or OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] 2180309
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, and it looks like, um, this particular policy is one of our secondary supplemental plan to the major medical, so authorization is not required by us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We found a primary.
[CUSTOMER][POSITIVE] OK sounds good thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you you're welcome. Bye bye.