AccountId: 011433970860
ContactId: a1ef917e-a36f-45f6-b2b3-20714618a055
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97440 ms
Total Talk Time (AGENT): 32096 ms
Total Talk Time (CUSTOMER): 43547 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/a1ef917e-a36f-45f6-b2b3-20714618a055_20250626T14:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling A speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Saint Francis Hospital pre-arrival department. I'm actually just trying to see if an authorization is required for this uh procedure on this patient, but I don't have the insurance card, so I had to Google a number.
[AGENT][NEUTRAL] Oh, do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, the policy number we have is 2566446.
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, uh, let's see, Ms. [PII], with this policy, a secondary prior authorization is not required.
[CUSTOMER][NEUTRAL] OK, can I get your name?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] Now this is for inpatient service, is that still effect?
[AGENT][POSITIVE] Uh, that is still correct, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and um can I get a reference for the call please?
[AGENT][NEUTRAL] Uh, you may use my name in today's date.
[CUSTOMER][POSITIVE] Thank you very much for your help have a great day.
[AGENT][POSITIVE] Alright you too thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.