AccountId: 011433970860
ContactId: c2851eff-151a-46f5-9484-454840efb763
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129949 ms
Total Talk Time (AGENT): 49515 ms
Total Talk Time (CUSTOMER): 42359 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/2025/04/16/c2851eff-151a-46f5-9484-454840efb763_20250416T14:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, this is [PII].
[CUSTOMER][NEUTRAL] And I'm calling from [PII]. I just need to verify authorization requirement for a member. Could you help me in the same place?
[AGENT][NEUTRAL] OK, yes sir, I can help you with authorization, [PII], can I please get your call back number sir just in case the call is dropped.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 01485319.
[CUSTOMER][NEUTRAL] And patient name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] The effect of the policy is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And no authorization is needed because this is not the primary insurance.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, so no authorization is required, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Could you help me with your first name and last name initial and the call reference number?
[AGENT][NEUTRAL] Yes, you can use my name. It's [PII]
[AGENT][NEUTRAL] Today's date?
[AGENT][NEUTRAL] As your reference number.
[CUSTOMER][POSITIVE] Thank you so much [PII] have a great day bye bye.