AccountId: 011433970860
ContactId: e04b04e5-4768-4725-b61e-6dd5af3776b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171320 ms
Total Talk Time (AGENT): 69823 ms
Total Talk Time (CUSTOMER): 70013 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/e04b04e5-4768-4725-b61e-6dd5af3776b8_20250121T17:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling to obtain an outpatient authorization for a patient, please. I'm calling from the Heart Center.
[AGENT][NEUTRAL] OK, yeah, I could see if authorization is required, [PII]. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] All right, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] I do not because the representative that transferred me said that that policy number would not be good so just to give you the name and birthday of the patient.
[AGENT][NEUTRAL] OK, do you happen to have their social?
[AGENT][NEUTRAL] If not, I could still start using the name.
[CUSTOMER][NEUTRAL] Uh, I think it's [PII].
[CUSTOMER][NEUTRAL] I think it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And what was the name for the patient?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII] [PII].
[AGENT][NEUTRAL] Perfect. OK, so I did find this policy. I appreciate you verifying that, [PII]. Um, so it is active, effective date was [PII], and no authorization is required for this policy. Did you want me to give you that correct policy number?
[CUSTOMER][NEUTRAL] So no odds required for any outpatient procedures.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, yeah, what's the uh case number to this call?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, did you want a reference number or I can give you the, the correct policy number.
[CUSTOMER][NEUTRAL] Uh, you can give me the reference number first, and then we'll do the correct policy number.
[AGENT][NEUTRAL] Oh sure. OK, yeah, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][NEUTRAL] 25 OK and then this is American Public Life.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and what's her ID number?
[AGENT][NEUTRAL] Yes it is 02.
[AGENT][NEUTRAL] 34.
[AGENT][NEUTRAL] 88888.
[CUSTOMER][NEUTRAL] 02348888 to 48.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK perfect thank you very much.
[AGENT][NEUTRAL] Yeah, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, we're all set.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.