AccountId: 011433970860
ContactId: e26bd338-22f4-4370-9403-6f1680ee7068
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83260 ms
Total Talk Time (AGENT): 40840 ms
Total Talk Time (CUSTOMER): 27409 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/e26bd338-22f4-4370-9403-6f1680ee7068_20250226T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Mercy Hospital. I was calling on a member to see if a prior office required.
[AGENT][NEUTRAL] OK, [PII], happy to check. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, 02363909.
[AGENT][POSITIVE] All right, thank you for that.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you so much. So patient plan is active. Uh, no pre-op is required. We're the secondary plan, so this is gonna cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, and can I get your name again and a reference number?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial than today's date. My name again is [PII], which is [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK, and what time do you have?
[AGENT][NEUTRAL] Uh, local time for me is [PII]
[CUSTOMER][POSITIVE] [PII] OK, thank you so much for your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye.