AccountId: 011433970860
ContactId: dfd2fb57-8489-4f2f-b215-83a023caedaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147039 ms
Total Talk Time (AGENT): 49044 ms
Total Talk Time (CUSTOMER): 41507 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/dfd2fb57-8489-4f2f-b215-83a023caedaf_20250520T13:02_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from provider's office. My last name initial [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is there an extension?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yup. That is 16583.
[AGENT][NEUTRAL] OK, that's not enough numbers for our policy number. That sounds like our group number. Do you have their policy certificate number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, that is um.
[CUSTOMER][NEUTRAL] 02073907
[CUSTOMER][NEUTRAL] M for [PII]
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you are needing claim status or benefits?
[CUSTOMER][NEUTRAL] I need to check the procedure code requires authorization or not.
[AGENT][NEUTRAL] OK, I can help you with that. This policy does not require any type of pre-authorization.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh could you spell out your name and call reference number for this one?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name and today's date that is ME.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you for assisting me today. Have a great rest of your day. Bye-bye.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day as well.
[AGENT][NEUTRAL] Bye-bye