AccountId: 011433970860
ContactId: d4526aa5-62e2-4f26-b1d9-c5eca275a079
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91699 ms
Total Talk Time (AGENT): 38668 ms
Total Talk Time (CUSTOMER): 41889 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/d4526aa5-62e2-4f26-b1d9-c5eca275a079_20250416T17:53_UTC.wav
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[AGENT][NEUTRAL] Contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from UT Clarkridge, and I need to see if the patient requires prior authorization for their visit.
[AGENT][NEUTRAL] Yes, I can certainly look that up, you know, what is the policy number, please?
[CUSTOMER][NEUTRAL] That's 02597080.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I could have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you. The first of all, the policy went into effect on um
[AGENT][NEUTRAL] [PII], it is, it is active. This is a uh hospital indemnity policy. It's really just a limited benefit policy and it doesn't require pre uh pre-authorization.
[CUSTOMER][NEUTRAL] OK perfect um, with that being said, do you guys give out reference numbers?
[AGENT][NEUTRAL] Uh, my name is [PII]. The first letter of my last name is [PII]. We'll use that today's date as a reference.
[CUSTOMER][POSITIVE] OK perfect I will go ahead and note that.
[CUSTOMER][NEUTRAL] All right. I think that's all the information I need today.
[AGENT][NEUTRAL] Is there anything else at all I could help?
[AGENT][POSITIVE] OK, well thank you for contacting AP have a good day.
[CUSTOMER][NEUTRAL] No, ma'am.