AccountId: 011433970860
ContactId: ce6d354a-1798-426d-93c8-2a533aaa964c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104419 ms
Total Talk Time (AGENT): 52731 ms
Total Talk Time (CUSTOMER): 43021 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/ce6d354a-1798-426d-93c8-2a533aaa964c_20250325T13:32_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, my name is [PII]. I'm with Missouri Ear, Nose, and Throat, and I'm calling because I have a kiddo having surgery next week. I'm just seeing if they need an authorization for you. Or maybe the next.
[AGENT][NEUTRAL] It would be my pleasure to assist you with authorization, [PII]. [PII], sorry, I don't know where [PII] came from.
[CUSTOMER][POSITIVE] That's all right, no, no worries at all, honey.
[AGENT][NEUTRAL] What is that callback number, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the policy number for the patient, please.
[CUSTOMER][NEUTRAL] That is going to be 02279407.
[AGENT][NEUTRAL] Thank you, sir. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's gonna be for [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And sir, I'm showing that his policy is active as a 10-1222. This is a secondary policy to the policyholders' major medical. Authorization is not required or pre-sur not required.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK perfect do you have a reference number for this?
[AGENT][NEUTRAL] Reference number would be my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] And then what time do you have there, hon?
[AGENT][NEUTRAL] It is only [PII]
[CUSTOMER][POSITIVE] Yes ma'am, us too. Perfect. All right, well I appreciate all your help today, honey. I hope you have a great day.
[AGENT][POSITIVE] It's been my pleasure to assist you, sir. Thank you for calling APL and I hope you have a wonderful day as well. Take care.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] Thank you sweetheart um.
[AGENT][NEUTRAL] Bye bye