AccountId: 011433970860
ContactId: c96d5153-8ef9-4070-ad76-2eddcbc7a704
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90660 ms
Total Talk Time (AGENT): 40275 ms
Total Talk Time (CUSTOMER): 27077 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/c96d5153-8ef9-4070-ad76-2eddcbc7a704_20250221T17:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with the orthopedic Center. I was just needing to find out if a prior office required for an outpatient surgery.
[AGENT][NEUTRAL] May I please have the policy number?
[CUSTOMER][NEUTRAL] It is 02346482.
[AGENT][NEUTRAL] And may I have a call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And thank you so much, [PII] for verifying the policy. For this policy shows that no pre-authorization is required, but this member does have a new policy number effective [PII]. Would you like that policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am, please.
[AGENT][NEUTRAL] It is 02.
[AGENT][NEUTRAL] 566581.
[CUSTOMER][POSITIVE] OK, thank you so much. Is there a reference number for the call?
[AGENT][NEUTRAL] The reference number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.