AccountId: 011433970860
ContactId: b380180b-7ca8-48b6-9fef-c19a12e02b7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101269 ms
Total Talk Time (AGENT): 51110 ms
Total Talk Time (CUSTOMER): 42932 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/b380180b-7ca8-48b6-9fef-c19a12e02b7d_20250408T19:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to find out if an authorization is required on this member.
[AGENT][NEUTRAL] Sure, I can see if authorization is required. Uh, what was your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 1 I'm sorry 01363223.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. So this policy, of course, is active. Effective date was [PII], and so this is a limited indemnity medical plan. Um, with that, of course, just, uh, excuse me, pays a set dollar amount per covered procedure or office visit, uh, so no authorization is required.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, alright, and you said your name is [PII], is that [PII]?
[AGENT][POSITIVE] Yes, that's correct, yes.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Last name initial.
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All right, do you have a call reference number?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That is it thank you so much you have a good rest of your day.
[AGENT][POSITIVE] Yeah, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.