AccountId: 011433970860
ContactId: acb1959b-25aa-4dd4-b9c6-ad17b757a408
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105360 ms
Total Talk Time (AGENT): 56110 ms
Total Talk Time (CUSTOMER): 34678 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/acb1959b-25aa-4dd4-b9c6-ad17b757a408_20250305T17:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am trying to verify a patient's eligibility and then check to see if a pre-cert is required for tests or having done.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with that precert and eligibility information. What is a good callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 02495934.
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] And again, it would be my pleasure to assist you with eligibility and precert information for [PII]. I'm showing that her policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] And this is not a major medical policy, [PII], so pre-cert is not required.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] All right, that's
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Um, no, do you do call reference numbers by chance?
[AGENT][NEUTRAL] It's gonna be my name and today's date, and I spell my name at [PII].
[AGENT][POSITIVE] And [PII], thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, [PII]. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] Uh bye.