AccountId: 011433970860
ContactId: c80b771e-2fc6-4703-b936-798ea3e44076
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162399 ms
Total Talk Time (AGENT): 73433 ms
Total Talk Time (CUSTOMER): 48725 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/c80b771e-2fc6-4703-b936-798ea3e44076_20250521T15:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Osceola Medical Center. I'm looking to see about a prior authorization for a patient.
[AGENT][NEUTRAL] Sir, it would be my pleasure to assist you with prior authorization information. What is a good call back number please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] D 47200458
[AGENT][NEUTRAL] And that is not the APL policy number. Do you have another number listed starting with a 0?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] If not, I can look it up by name.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, here 02466735.
[AGENT][NEUTRAL] Yes, ma'am. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I'm checking um.
[AGENT][NEUTRAL] Actually his medical policy termed on 3-17-2024. Now that is for his medical coverage with APL.
[CUSTOMER][NEUTRAL] Mm, let's see you said 3 1724?
[AGENT][NEUTRAL] Yes, ma'am. Let me just verify that again.
[AGENT][NEUTRAL] I'm checking to see if he has any other policy and he does not.
[CUSTOMER][NEUTRAL] OK, do you have a call reference for today then?
[AGENT][NEUTRAL] The call reference number is my name and today's date, and I spell my name [PII], and just for your information, [PII], APL does not provide prior authorization for any of our policies.
[AGENT][NEUTRAL] If you come across another one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] Oh, my pleasure. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a wonderful day, sir.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you