AccountId: 011433970860
ContactId: e48e590f-3868-4e20-a2c8-35851e8df89c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112699 ms
Total Talk Time (AGENT): 50919 ms
Total Talk Time (CUSTOMER): 29391 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/e48e590f-3868-4e20-a2c8-35851e8df89c_20250407T20:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from MUSC calling to see if this patient CPT call required prior off.
[AGENT][NEUTRAL] OK, I can help you with authorization. Uh, can I please get your callback number, ma'am, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Number of 02389384.
[AGENT][NEUTRAL] OK, and can you repeat that policy number 02389.
[CUSTOMER][NEUTRAL] 384.
[AGENT][NEUTRAL] 384. OK, let me look her up real quick.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy and her effective date is [PII] and no pre-authorization is required on this policy because it's not the major medical.
[CUSTOMER][NEUTRAL] OK, perfect. May I have a call reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] That'd be all.
[AGENT][POSITIVE] Alright, well you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.