AccountId: 011433970860
ContactId: a1316131-c53c-4a6a-a5f2-8a0128276096
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132929 ms
Total Talk Time (AGENT): 56037 ms
Total Talk Time (CUSTOMER): 46929 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/a1316131-c53c-4a6a-a5f2-8a0128276096_20250311T15:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, hi. My name is [PII]. And I just need to check the pre-certification requirement.
[AGENT][NEUTRAL] The wish requirement.
[CUSTOMER][NEUTRAL] Authorization
[AGENT][NEUTRAL] A. OK. And may I have a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[AGENT][NEUTRAL] Thank you. And you're calling from which facility or provider what's the name?
[CUSTOMER][NEUTRAL] Facility
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] The Bay is with Medical Center of
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Plano Hospital.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number.
[CUSTOMER][NEUTRAL] Yeah, that is 02168492.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] OK, Miss [PII], um, I don't have an active policy for this member. This policy was terminated [PII].
[CUSTOMER][NEUTRAL] So the patient is currently not active, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you so much. Could you just spell your name?
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Sure. My name is [PII]. That's [PII]. Last [PII] is [PII]. And may I have the spelling of your name, [PII]?
[CUSTOMER][NEUTRAL] My name would be spelled [PII]. Last name initial [PII].
[AGENT][NEUTRAL] OK, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it for today. Thank you so much, sir.
[AGENT][POSITIVE] You're welcome and thank you for calling APR. Have a good day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.