AccountId: 011433970860
ContactId: da4eef09-4b6e-4293-b957-24de9a1a12bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124620 ms
Total Talk Time (AGENT): 58257 ms
Total Talk Time (CUSTOMER): 41716 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/da4eef09-4b6e-4293-b957-24de9a1a12bb_20250304T20:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] with um Doctor [PII]'s office, and I'm trying to see if the surgery requires prior authorization.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] What did you say your name was?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh, Warren Clinic.
[AGENT][NEUTRAL] And the surgery is gonna take place on the clinic or is it gonna be an outpatient surgery center or hospital?
[CUSTOMER][NEUTRAL] Out outpatient hospital.
[AGENT][NEUTRAL] OK, OK, thank you. And may I have the patient's policy number, Miss [PII].
[CUSTOMER][NEUTRAL] Policy number is 002 no no no no I'm sorry 022.
[CUSTOMER][NEUTRAL] 84008.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. Um, let me check and see if I have a new policy. This one is terminated.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, no, we don't have a new policy for Ms. [PII]. Um, this one was terminated [PII].
[CUSTOMER][NEUTRAL] [PII]. Interesting. OK, um, OK, let me reach out to the patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it thank you for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK