AccountId: 011433970860
ContactId: b1f96bb9-a452-4f73-a7ce-7678d121c490
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145679 ms
Total Talk Time (AGENT): 72761 ms
Total Talk Time (CUSTOMER): 52729 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/b1f96bb9-a452-4f73-a7ce-7678d121c490_20250310T18:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling PL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] from Novant Health Sound Surgical Associates Doctor [PII]'s office. I was just calling to see if our patient needs authorization on an outpatient surgery, please.
[AGENT][NEUTRAL] OK, I can check um certification for you and can I please get your name again?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. It's spelled [PII], and my initial is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then Ms. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII] and it is direct.
[AGENT][NEUTRAL] OK. And can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, name is [PII]. Date of birth is [PII]. Her policy number is 02595081.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[CUSTOMER][POSITIVE] All right, all right, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Uh, her effective date is [PII].
[AGENT][NEUTRAL] And in order to find out if she needs authorization um and if you're a provider that's a network I'll need to transfer you on over to multi plan.
[AGENT][NEUTRAL] I'm going to give you that phone number just in case the call gets dropped along the way you'll have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] You're so welcome. It's gonna be a brief hold while I transfer you on over now. So anything else, Miss [PII], I can help you with before I transfer you?
[CUSTOMER][POSITIVE] That's it right now. Thank you very much.
[AGENT][POSITIVE] You're very well you have a wonderful day and thank you for calling APL. I'm transferring you now.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.
[CUSTOMER][NEUTRAL] For questions about your privacy choices.