AccountId: 011433970860
ContactId: e950364d-326a-446f-8c43-165a46e30404
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122620 ms
Total Talk Time (AGENT): 51100 ms
Total Talk Time (CUSTOMER): 37200 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/e950364d-326a-446f-8c43-165a46e30404_20250325T18:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling to get a prior authorization for a patient.
[CUSTOMER][NEUTRAL] For outpatient procedures?
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] Yes ma'am I can help you with the authorization. Can I please get your name, your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Um, I'm calling from the Kirin Clinic, Doctor [PII]'s office.
[AGENT][NEUTRAL] OK. And then
[CUSTOMER][NEUTRAL] [PII] is my name.
[AGENT][NEUTRAL] [PII]. OK, Miss [PII], what is your callback number just in case our call gets dropped, I'll be able to call you back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Policy number, I have two different numbers. Um, she gave me 02539171.
[AGENT][NEUTRAL] OK, let me pull that one up first and see if that works.
[AGENT][NEUTRAL] Yes, I have her pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is her date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So on this policy prior authorization is not required. This is a limited benefit hospital indemnity plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with, Ms. [PII], before we go?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well you take care and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.