AccountId: 011433970860
ContactId: b4f75bb9-4425-46ed-ac58-94272befc25f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78650 ms
Total Talk Time (AGENT): 39149 ms
Total Talk Time (CUSTOMER): 29857 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/b4f75bb9-4425-46ed-ac58-94272befc25f_20250205T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I was calling to see if an authorization would be required for a patient's test.
[AGENT][NEUTRAL] OK, sure, I can see if authorization is required. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes I do. It is let's see.
[CUSTOMER][NEUTRAL] It is 118-6138.
[AGENT][NEUTRAL] OK, thank you. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It is [PII] and that date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, they do not. The last one I had with us terminated in [PII].
[CUSTOMER][POSITIVE] Alrighty well thank you so much for that.
[AGENT][NEUTRAL] Of course, yeah, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's all I need.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.