AccountId: 011433970860
ContactId: c5d961b0-6567-4346-8e83-d74a3e07a357
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144300 ms
Total Talk Time (AGENT): 52803 ms
Total Talk Time (CUSTOMER): 51989 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/c5d961b0-6567-4346-8e83-d74a3e07a357_20250303T15:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, hi, my name is [PII] calling from Boski authorization department. I wanna check authorization requirements for CPT code. Can you please help me with that?
[AGENT][NEUTRAL] Uh, sure, I can assist you with that. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's D as in Delta 43700506.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] One second, let me check.
[CUSTOMER][NEUTRAL] Just a minute.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, the policy number is 0245.
[CUSTOMER][NEUTRAL] 3656.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK, and [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, my call back is [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yes, the patient name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Well, I show the patient had a policy with us. It terminated [PII], so I don't show they have any active coverage.
[CUSTOMER][NEUTRAL] Can you please spell your name for me?
[AGENT][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] May I know the call reference number?
[AGENT][NEUTRAL] Oh, we don't give reference numbers, but you may use my name in today's date if you like.
[CUSTOMER][NEUTRAL] OK, yeah, one of the termination this is [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Thank you. Have a great day bye bye.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for
[AGENT][POSITIVE] Alright, you too, [PII]. Thank you for calling APL. Bye.