AccountId: 011433970860
ContactId: e3d91812-cc45-4268-a9fa-94eb57b4b8fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93660 ms
Total Talk Time (AGENT): 42177 ms
Total Talk Time (CUSTOMER): 29996 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/e3d91812-cc45-4268-a9fa-94eb57b4b8fe_20250117T18:06_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] Hi, my name's [PII]. I'm calling with a doctor's office. I was just calling to see if prior authorizations required.
[AGENT][NEUTRAL] Yeah, I can look at pre-op for you today. Do you mind if I snag a quick call back number, Miss [PII]?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you and what's that member ID number on the policy?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Perfect. Give me just one second to pull that one up.
[AGENT][NEUTRAL] Thank you for your patience. And would you be able to verify for me, please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect. I do see [PII] right here, and this policy does not require pre-authorization.
[CUSTOMER][NEUTRAL] OK, I didn't think so, but wanted to double check.
[AGENT][POSITIVE] Yeah, absolutely. Is there anything else I can help you with, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, do you give reference numbers for calls?
[AGENT][NEUTRAL] Um, we give, uh, yeah, sort of. It's my name, [PII], my last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Hey, my pleasure, [PII]. Thank you for calling and I hope you have such a wonderful day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks, bye bye.