AccountId: 011433970860
ContactId: c5b82398-8229-42d9-850b-877676fa517f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100099 ms
Total Talk Time (AGENT): 38576 ms
Total Talk Time (CUSTOMER): 51337 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/c5b82398-8229-42d9-850b-877676fa517f_20250416T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] I'm calling from a provider to see if my patient requires an authorization for a CT.
[AGENT][POSITIVE] All right, I'm happy to check. What's the policy number?
[CUSTOMER][NEUTRAL] Uh, D Delta 459-038-41.
[AGENT][NEUTRAL] OK, I unfortunately can't pull them with that number. Do you have their name or social? We can check by that.
[CUSTOMER][NEUTRAL] Wait a minute, try this [PII] wait a minute, I can't read them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That sounds more correct.
[CUSTOMER][NEUTRAL] Well, I'm not sure where they got that D number from.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] Awesome, thank you. So patients active effective date [PII], uh, no pre-authorization is required for the member's plan.
[CUSTOMER][NEUTRAL] Awesome, hang on a second, all of a sudden I can't type.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] I wanna go home. [PII], what's the initial to your last name?
[AGENT][NEUTRAL] It's [PII], and that's the call reference my name with today's date.
[CUSTOMER][POSITIVE] Awesome thank you so much for your help. I appreciate it and I'll make sure we get that ID corrected. It is the number the 020 number correct?
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][POSITIVE] I'll get it corrected in our system. Thank you so much bye bye.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You're welcome. Have a good day. Bye.