AccountId: 011433970860
ContactId: 9a79fbac-af44-41d6-a14e-b9af583f3d4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165509 ms
Total Talk Time (AGENT): 59020 ms
Total Talk Time (CUSTOMER): 71929 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/9a79fbac-af44-41d6-a14e-b9af583f3d4e_20250122T19:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes hello, my name is [PII]. I'm calling from Providence Medical Center, and I'm calling to see if my patient is currently active and if prior authorization is needed. Actually, I just need to call to see if prior authorization is needed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can see if that policy is active as well, um, and we'll see if authorization is required. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, that's [PII].
[AGENT][NEUTRAL] Alright, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, policy number is 00.
[CUSTOMER][NEUTRAL] 21139.
[CUSTOMER][NEUTRAL] 42
[CUSTOMER][NEUTRAL] 01.
[AGENT][NEUTRAL] All right, one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] What was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] What was
[CUSTOMER][NEUTRAL] Uh, [PII] excuse me, [PII], I think it's pronounced [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, um, I've got a different last name for them, [PII].
[CUSTOMER][NEUTRAL] OK, let's see here, um, is, is the last name, my last name is spelled [PII]
[CUSTOMER][NEUTRAL] [PII], and that is that I'm showing correct.
[AGENT][NEGATIVE] No, that's not what I've got.
[CUSTOMER][NEUTRAL] OK. Um, can I verify the Social Security? Would that help?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, so security that I have is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I appreciate it. Everything else is correct, uh, that I've got, we've got the last name is [PII]
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK, and so this policy is active. Effective date was [PII], um, and no authorization is required for this policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, perfect, thank you. And then your name is [PII]?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] If you care, and do you guys provide any uh call reference numbers?
[AGENT][NEUTRAL] Yeah, it would just be my first name, last initial, and today's date and so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, nope, that covers everything. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.