AccountId: 011433970860
ContactId: ca67b181-b716-40a0-9047-1f299de1d527
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90980 ms
Total Talk Time (AGENT): 48049 ms
Total Talk Time (CUSTOMER): 29942 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/ca67b181-b716-40a0-9047-1f299de1d527_20250220T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. Last [PII] is [PII]. I'm calling from an outpatient facility. I have 3 codes I need to check to see if they require authorization.
[AGENT][NEUTRAL] OK, I can see if authorization is required. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] It is 01888320.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that [PII]. Uh, so the policy is active. Effective date was [PII] and so this is a limited indemnity medical plan and with that there are no co-pays, deductibles, no authorization is required.
[CUSTOMER][NEUTRAL] Alright, can I get your first name, last initial, or reference for the call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] That's it. Thank you so much and I hope you have a great day.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye-bye.