AccountId: 011433970860
ContactId: c1e213c6-dba1-4745-8b88-dc9af3a01d89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119480 ms
Total Talk Time (AGENT): 48227 ms
Total Talk Time (CUSTOMER): 49320 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/c1e213c6-dba1-4745-8b88-dc9af3a01d89_20250625T15:44_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with a provider's office. I need to see if this member's plan, um, requires any kind of a prior authorization for a screening colonoscopy or if it's like a gap plan or.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected? I can call you back.
[CUSTOMER][NEUTRAL] Absolutely it's [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] I do 01881738.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you wanted to know if this policy required pre-authorization?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. Actually, this policy canceled 7123. Let me look and see if he has another active policy. One moment.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. He does not have an active policy. So this policy did cancel 7123.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] All right, I will let.
[CUSTOMER][NEUTRAL] No ma'am, do you have a call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you [PII] you have a great rest of the day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Hey