AccountId: 011433970860
ContactId: d158d661-7056-438b-a9a9-300dcfedec50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104989 ms
Total Talk Time (AGENT): 43349 ms
Total Talk Time (CUSTOMER): 41168 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/d158d661-7056-438b-a9a9-300dcfedec50_20250224T20:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. That's [PII] I'm calling from Novant Health Precise Medical, trying to see if a patient need an authorization for inpatient through the ER.
[AGENT][NEUTRAL] OK, I can verify that and
[AGENT][NEUTRAL] And Ms. [PII], uh, spell your name one more time for me so I can make sure I spelled it right.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number or yes, the patient's policy number?
[CUSTOMER][NEUTRAL] 2550107
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth.
[CUSTOMER][NEUTRAL] It is sorry.
[CUSTOMER][NEUTRAL] Spell the first name, it's [PII] Last name [PII], [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. Um, well, with this policy, we don't require any prior authorization or pre-cert, and it showed the effective date is [PII] and the policy is active.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and you said what was your name? I'm sorry.
[AGENT][NEUTRAL] It's [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.