AccountId: 011433970860
ContactId: a58d153c-32e6-4f9f-9862-16205d7590db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139240 ms
Total Talk Time (AGENT): 43758 ms
Total Talk Time (CUSTOMER): 63604 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/a58d153c-32e6-4f9f-9862-16205d7590db_20250110T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I just need to see if this patient needs a pre-op for their upcoming procedure.
[AGENT][NEUTRAL] OK, prerequisition is required. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is see H H W C like Charlie 30014.
[AGENT][NEUTRAL] OK, so that's not gonna be one of our policy numbers [PII]. um, they don't begin with letters or anything like that. Um, do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] Let me see if they have social right, it is [PII].
[AGENT][NEUTRAL] I'm so sorry, could you repeat that, [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And what was the name for the patient?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, I do not see them in our system.
[CUSTOMER][NEUTRAL] Got you, yeah, uh, so he's, yeah, he's, he's a recall, um, colonoscopy, so his, his insurance may not be, uh.
[AGENT][NEUTRAL] So it was [PII].
[CUSTOMER][NEUTRAL] May not be active. OK, I will send this over to our other department and we'll reach out. Thank you for checking for me though.
[AGENT][POSITIVE] OK, yeah, of course, sorry there wasn't more I could do to help. Hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] No. You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.