AccountId: 011433970860
ContactId: d291b217-444d-485f-9770-5cbb7c9a801e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144300 ms
Total Talk Time (AGENT): 45529 ms
Total Talk Time (CUSTOMER): 45278 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/d291b217-444d-485f-9770-5cbb7c9a801e_20250227T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from [PII]. I need to check preset requirement for a member. Could you help me the same, please?
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 02566581.
[AGENT][NEUTRAL] Gonna repeat the number, your phone was breaking out a little bit. I have 02566581.
[CUSTOMER][POSITIVE] Yes, it is correct.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Uh, what's the birth year?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that information and you're calling to verify if pre-certification is required? It's not required.
[CUSTOMER][NEUTRAL] Yes, and if it is required, whether it is on file or not.
[AGENT][NEUTRAL] It is not required.
[CUSTOMER][NEUTRAL] OK, so alteration is not required, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, for all services?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, thank you so much. Uh, could you help me with your first name and last name initial and the call reference number?
[AGENT][NEUTRAL] Sure, you'll use my name in today's status reference for today's call. [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] First initial last name is [PII]. Any other questions I can help out with today?
[CUSTOMER][POSITIVE] No, no, [PII]. Thank you so much for your help. Have a great day. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL Sam. Have a good day.
[AGENT][NEUTRAL] Do you have any other questions? I see that we're still connected.
[AGENT][NEUTRAL] Same