AccountId: 011433970860
ContactId: bf3873ce-912b-4d3f-958a-007580e8ed5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101339 ms
Total Talk Time (AGENT): 47520 ms
Total Talk Time (CUSTOMER): 39062 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/bf3873ce-912b-4d3f-958a-007580e8ed5e_20250606T20:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] with Medical University.
[CUSTOMER][NEUTRAL] Uh, [PII] in pre-certification.
[AGENT][POSITIVE] How can I help today?
[CUSTOMER][NEUTRAL] I'm just checking to see if anything's required. Um, I have a patient coming in for surgery.
[AGENT][NEUTRAL] OK, let's take a look. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, it is.
[CUSTOMER][NEUTRAL] 0259.
[CUSTOMER][NEUTRAL] 2448.
[AGENT][NEUTRAL] All right. And then if I could get their name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, from [PII], [PII].
[AGENT][NEUTRAL] So it looks like patient is active. Effective date on here is [PII]. Uh, no pre-authorization is required. We're the member's secondary insurance. So this covers deductible and co-pay and co-insurance, the primary does not.
[CUSTOMER][POSITIVE] You are OK.
[CUSTOMER][NEUTRAL] OK, all right. Is there a reference number for talking with you today?
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] Is there a reference number for speaking to you today? I just
[AGENT][POSITIVE] Yes, ma'am, absolutely. No worries. It's my name with today's date, so you can use [PII], last initial to my name is [PII] and then today's date.
[CUSTOMER][POSITIVE] Love the time.
[CUSTOMER][POSITIVE] OK alright I'll make a note thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK.