AccountId: 011433970860
ContactId: cfc37733-6170-4717-bed8-cb8063e76b88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73180 ms
Total Talk Time (AGENT): 24289 ms
Total Talk Time (CUSTOMER): 38421 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/cfc37733-6170-4717-bed8-cb8063e76b88_20250618T14:53_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling today from our provider's office. I just needed to check, um, patients, um, if patient has active coverage and also confirm that with you guys, um, no prior authorization is required for exams, correct?
[AGENT][NEUTRAL] No, we don't require pre-authorization. What is the policy number, please, [PII]?
[CUSTOMER][NEUTRAL] It is policy number is gonna be 02198460ML7.
[AGENT][NEUTRAL] Thank you. Patient's name and date of birth name.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] I just need a contact number in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The policy went into effect on [PII]. It is active. Is there anything else that I can help with?
[CUSTOMER][NEUTRAL] Uh, just do you have a call reference number?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We use that today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much have a good rest of your day.
[AGENT][POSITIVE] Thanks for contacting the AP offices.