AccountId: 011433970860
ContactId: e545f990-dd67-4f03-9699-18ffae8e40eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95639 ms
Total Talk Time (AGENT): 36688 ms
Total Talk Time (CUSTOMER): 43236 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/e545f990-dd67-4f03-9699-18ffae8e40eb_20250523T14:34_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, I was calling to see if a patient needed a prior authorization for a procedure.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And Ms. [PII], do you have that policy number?
[CUSTOMER][NEUTRAL] Yes ma'am I do. It is 02621960.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] I mean [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, um, no, ma'am, with this type of policy prior authorization is not required.
[CUSTOMER][NEUTRAL] OK, do you all do any um.
[CUSTOMER][NEUTRAL] Verification number like reference call numbers or anything?
[AGENT][NEUTRAL] Uh, no, but if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK, what's your name?
[AGENT][NEUTRAL] It's [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL, Miss [PII]. Have a great day and weekend.
[CUSTOMER][NEUTRAL] OK.