AccountId: 011433970860
ContactId: c704dd87-78a9-41fb-999c-2a85637cbbad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98919 ms
Total Talk Time (AGENT): 37843 ms
Total Talk Time (CUSTOMER): 31704 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/c704dd87-78a9-41fb-999c-2a85637cbbad_20250611T13:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to see if the CPT code requires a pre-cert or not for a patient that's coming in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can take a look at that for you. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you and the policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] 02570313
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you're calling to see uh if pre-op is required.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I show this policy does not require pre-authorization.
[CUSTOMER][NEUTRAL] OK, do you happen to have a call reference number?
[AGENT][NEUTRAL] Yes ma'am, to reference our call, you'll use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. You have a wonderful day, [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye.