AccountId: 011433970860
ContactId: bf141187-4f64-4138-be89-3ab2783f56d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170679 ms
Total Talk Time (AGENT): 85229 ms
Total Talk Time (CUSTOMER): 75404 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/bf141187-4f64-4138-be89-3ab2783f56d9_20250328T17:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Miss. [PII], it's [PII] with Doctor [PII] in [PII], and I was just calling to see if a patient of mine required authorization for an outpatient surgery.
[AGENT][NEUTRAL] OK, I can help you with authorization Miss [PII], can you please give me your callback number just in case the call gets dropped? I can call you right back.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII] and that's a direct line.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[CUSTOMER][NEUTRAL] And give me just a minute for my contacts to focus on this policy number.
[AGENT][POSITIVE] Yes, ma'am. Please take your time.
[CUSTOMER][NEUTRAL] It is 02576527.
[AGENT][NEUTRAL] OK, let me pull up that policy for us real quick.
[CUSTOMER][NEUTRAL] Yeah, whoever scanned it, I don't know what happened, but it, it's like double.
[AGENT][POSITIVE] Oh, wow.
[CUSTOMER][NEUTRAL] I'm like I'm like, uh, it takes takes me back to my clubbing days when I couldn't see straight. That's all little blurry.
[AGENT][NEUTRAL] Right, and you.
[AGENT][NEUTRAL] And you came back into work the very next day and usually didn't even sleep. Yeah, and you still have the wristband on? Yes, I remember those days.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Oh yeah, or the stamp on your hand, yes.
[AGENT][NEUTRAL] Yes. Are you coming in with it stuck to your face cause you did get to sleep?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, yes, yes, these wimps today don't know how we how hard we had it.
[AGENT][NEGATIVE] No, they do not.
[AGENT][NEUTRAL] OK, I have got the policy is 25, I'm sorry, 02576527. Is that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I do show Tren does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there is not a pre-cert required on this policy or pre-authorization because this is not the major medical. This is a limited uh hospital indemnity plan.
[CUSTOMER][POSITIVE] Got you OK.
[CUSTOMER][NEUTRAL] Alright, that's all I need to know. None's, um, none is required. Do you have a call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you thank you so much [PII] have a good day.
[AGENT][POSITIVE] You too, Ms. [PII] have a wonderful weekend. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Yes ma'am thank you.
[AGENT][NEUTRAL] Bye ma'am.
[CUSTOMER][NEUTRAL] Alright bye bye.