AccountId: 011433970860
ContactId: b173436b-7da4-4cac-b578-24ab68b0b6b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67839 ms
Total Talk Time (AGENT): 21349 ms
Total Talk Time (CUSTOMER): 34422 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/b173436b-7da4-4cac-b578-24ab68b0b6b1_20250225T18:47_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Doctor [PII]'s office, and I am trying to see if a surgery requires prior authorization.
[AGENT][POSITIVE] OK, I'd be happy to assist.
[AGENT][NEUTRAL] A callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 022840008.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Now I am showing this policy lapsed [PII]. She's no longer active.
[CUSTOMER][NEUTRAL] OK, OK, all right, um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, OK, I will call her and verify that thank you.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Thank you you too.