AccountId: 011433970860
ContactId: de1d2423-a09f-4ec5-a58e-d8c4d3094a57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115080 ms
Total Talk Time (AGENT): 53026 ms
Total Talk Time (CUSTOMER): 35803 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/de1d2423-a09f-4ec5-a58e-d8c4d3094a57_20250109T16:46_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, I'm trying to see if a test requires a prior authorization or not.
[AGENT][POSITIVE] Yeah, um, I'd love to take a look at that for you, my friend, and.
[AGENT][NEUTRAL] Do you mind if I get.
[AGENT][NEUTRAL] Your name and a good call back number please?
[CUSTOMER][NEUTRAL] Sure, it's [PII] My phone number is [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] Um, policy number 02582628.
[AGENT][POSITIVE] Perfect. Give me 1 2nd to get that pulled up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] 02585628 did I get that correct?
[CUSTOMER][NEUTRAL] 02582628
[AGENT][POSITIVE] 82628. Thank you. I'm sorry about that.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Wonderful. And your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII] birthday is [PII].
[AGENT][POSITIVE] Perfect, thank you so much, Ms. [PII]. Um, and under this policy, we do not require any pre-authorizations.
[CUSTOMER][NEUTRAL] OK, good to know. OK, do we have a reference number for our call?
[AGENT][NEUTRAL] Yes, absolutely. It's gonna be my name, [PII], first initial, last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, so no authorization is required perfect thank you.
[AGENT][POSITIVE] Hey yeah my pleasure and if there's anything else we can help you with, just feel free to give us a call back, OK?
[CUSTOMER][POSITIVE] All right perfect thank you.
[AGENT][POSITIVE] My pleasure. Take care.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.