AccountId: 011433970860
ContactId: d33ce02c-fa20-4b59-a41e-15e3dd6a6333
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125500 ms
Total Talk Time (AGENT): 58599 ms
Total Talk Time (CUSTOMER): 55069 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/d33ce02c-fa20-4b59-a41e-15e3dd6a6333_20250227T14:38_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] Uh, yes, I'm calling from the provider's office. There's no phone numbers really on this patient's ID card. Um, I'm trying to confirm eligibility and get pre-cert information.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, it's got so many numbers on here. 02513034.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] All right, thank you, [PII], and I can help you with eligibility for Mr. [PII]. I'm showing his policy is active with the effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, who do I speak with to find out if precert is needed for a CT scan?
[AGENT][NEUTRAL] That would be me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you with that pre-cert information. This is a limited indemnity policy. Pre-cert is not required.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, just needed to make sure. Great, thank you so much for your help today. Um, is there a call reference number or do I use your name?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] It's gonna be my name and today's date, and I spell my name [PII] initial last name, [PII].
[AGENT][POSITIVE] And it was a pleasure to assist you with that eligibility and pre-cert information, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank