AccountId: 011433970860
ContactId: b0f282e3-82c7-4813-9116-77142885ff40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122029 ms
Total Talk Time (AGENT): 61856 ms
Total Talk Time (CUSTOMER): 33793 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/2025/06/02/b0f282e3-82c7-4813-9116-77142885ff40_20250602T18:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Where I thought more
[CUSTOMER][NEUTRAL] Can you tell me your name one more time?
[AGENT][NEUTRAL] My name is [PII] last initial [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. My name is [PII] and I was calling to see if authorization is required for a patient's procedure.
[AGENT][NEUTRAL] OK, sure, I can assist you with authorization [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My direct is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from from my notes?
[CUSTOMER][NEUTRAL] Advanced surgical Associates.
[AGENT][NEUTRAL] OK. And may I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 02580644
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] And it's gonna be for a surgery, authorization for a surgery?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right, so it's not gonna be required. Um, this is a limited hospital indemnity policy, so it is limited and it pays a small amount. Um, if you need benefits, I can go ahead and give you benefits, but authorization it's not gonna be required.
[CUSTOMER][NEUTRAL] OK, can I get a call reference please?
[AGENT][NEUTRAL] We do have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, that works.
[AGENT][NEUTRAL] OK. Do you need the spelling or any other information? OK, you're welcome, Miss [PII].
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] And then that's it.
[AGENT][POSITIVE] OK. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye bye.