AccountId: 011433970860
ContactId: e3c3aff0-e6d4-4c64-8d8a-95a9e8d5a1e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86599 ms
Total Talk Time (AGENT): 29231 ms
Total Talk Time (CUSTOMER): 45128 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/e3c3aff0-e6d4-4c64-8d8a-95a9e8d5a1e6_20250313T19:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. The last initial is [PII]. I'm calling to see if a CPT code requires authorization for a patient of mine.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, it is 02580937.
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] May I have the.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And the date of birth, please?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much, [PII], for verifying the policy. You will see if a pre-author is required.
[CUSTOMER][NEUTRAL] That uh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so for this policy, no pre-author is required.
[CUSTOMER][POSITIVE] That's no problem at all. Is there a reference number for this call?
[AGENT][NEUTRAL] The reference number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life, [PII] have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you bye.