AccountId: 011433970860
ContactId: aace71ce-71f4-4350-a12f-1d9a6f2150f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97519 ms
Total Talk Time (AGENT): 40379 ms
Total Talk Time (CUSTOMER): 33258 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/aace71ce-71f4-4350-a12f-1d9a6f2150f1_20250505T16:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with Dr. [PII]'s office, and I'm just checking to see if the surgery requires authorization.
[AGENT][POSITIVE] OK, [PII], not a problem. Happy to help. What's the patient's policy number? Do you have that?
[CUSTOMER][NEUTRAL] It is 02363909.
[AGENT][POSITIVE] Thank you so much. Let me pull this up here.
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII] and her birth date is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII]. For the member's secondary insurance, so no pre-authorization is required.
[CUSTOMER][POSITIVE] All right, perfect. Thank you.
[AGENT][NEUTRAL] You're welcome. Anything else?
[CUSTOMER][NEUTRAL] That was it. Oh, with the
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last in the
[CUSTOMER][NEUTRAL] First initial of your last name.
[AGENT][NEUTRAL] Absolutely, the initial to my last name is [PII], and you can use my name with today's date as a call reference.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] No problem. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.