AccountId: 011433970860
ContactId: bcd3667c-c9f2-4743-ac1e-e92d1c52c818
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114459 ms
Total Talk Time (AGENT): 49479 ms
Total Talk Time (CUSTOMER): 47751 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/bcd3667c-c9f2-4743-ac1e-e92d1c52c818_20250227T21:18_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, I'm calling to see if my patient will require an authorization.
[AGENT][POSITIVE] Can I have your name and the call back number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Mhm. [PII] My last name is [PII].
[AGENT][NEUTRAL] I could barely hear you. I don't mean to cut you off, but I can barely hear you.
[CUSTOMER][NEUTRAL] No, no, you're fine. Is that any better?
[AGENT][NEUTRAL] Yes, please. Could you repeat the spelling of your name?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] My last initial is [PII].
[AGENT][NEUTRAL] Thank you [PII]. And what's your callback number and the policy number?
[CUSTOMER][NEUTRAL] Mhm. And then I
[CUSTOMER][NEUTRAL] [PII] and that's a direct line.
[CUSTOMER][NEUTRAL] And it looks like her member ID.
[CUSTOMER][NEUTRAL] It's gonna be 02495934.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and you're calling to verify as pre-authorization required for services?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Pre-authorization is not required. The member's policy has been active since [PII] and is currently active.
[CUSTOMER][NEUTRAL] OK, perfect. And then can I get your first name and the initial to your last name?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII] for the first initial of my last name and today's date as a reference because unfortunately, [PII], we don't provide reference numbers.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your time.
[AGENT][POSITIVE] You're welcome thanks for calling APL you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks, goodbye.