AccountId: 011433970860
ContactId: d23cbf37-4b74-4d71-902e-eba56b00d30b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170179 ms
Total Talk Time (AGENT): 67392 ms
Total Talk Time (CUSTOMER): 67279 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/d23cbf37-4b74-4d71-902e-eba56b00d30b_20250409T17:58_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII].
[AGENT][NEUTRAL] I'm sorry. Can you repeat your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and how may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] I need to check for other requirements for this patient.
[AGENT][NEUTRAL] OK.ization. Sure, I can assist you with that information. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, uh, patient policy number.
[CUSTOMER][NEUTRAL] Uh, it's 02.
[CUSTOMER][NEUTRAL] 523686
[AGENT][NEUTRAL] OK, what's the name and date of birth?
[CUSTOMER][NEUTRAL] And uh could you please spell your name for me?
[AGENT][NEUTRAL] Sure, that's [PII] [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Mhm. Right.
[CUSTOMER][NEUTRAL] OK. Uh, you are about to ask something, right, sir?
[AGENT][NEUTRAL] Yes, let me have the name and date of birth of the patient.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] All right, and, uh, Mr. [PII], you're calling from which facility for my notation what's the name?
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling from facility actually.
[AGENT][NEUTRAL] What's the name of the facility?
[CUSTOMER][POSITIVE] Byas couldn't wait.
[AGENT][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you. All right. And so you said you're calling about authorization. Um, with this particular policy, this is a cancer policy, authorization is not required.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um, and can I get the call reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] Just to confirm for this patient, um, pre-authorization is not required, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you so much for that. Have a nice day. Take care. Bye-bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You as well. Thank you for calling APL. Have a good day, Mr. [PII].
[AGENT][NEUTRAL] Mm