AccountId: 011433970860
ContactId: eaffee45-56f3-45cd-b19a-36e79aae79c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99739 ms
Total Talk Time (AGENT): 50565 ms
Total Talk Time (CUSTOMER): 31698 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/eaffee45-56f3-45cd-b19a-36e79aae79c5_20250113T19:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am, I just need to see a pre research is required for a patient.
[AGENT][NEUTRAL] OK, I could see if that's required uh what was your name?
[CUSTOMER][NEUTRAL] It's [PII] like boy.
[AGENT][POSITIVE] Thank you [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] It's a, you know what it was 02478163.
[AGENT][NEUTRAL] OK, one moment, and you said we were just needing to see if pre-cert was required.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's [PII] um [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and as this is a limited indemnity medical plan, uh, pre-cert is not required, nor is authorization.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and can I get um a reference number for that one, please?
[AGENT][NEUTRAL] Oh reference number would just be my first name, last initial, and today's date. Uh surname is spelled [PII] Last initial is [PII], was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that's it. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you bye bye.