AccountId: 011433970860
ContactId: edd57ec1-cab1-43bd-bd55-b118f40eba40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89040 ms
Total Talk Time (AGENT): 48729 ms
Total Talk Time (CUSTOMER): 27000 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/edd57ec1-cab1-43bd-bd55-b118f40eba40_20250109T16:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm calling to see if this patient requires authorization for an outpatient surgery, please.
[AGENT][POSITIVE] It would be my pleasure to assist you with that authorization information. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], what is a good callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the policy number for the patient?
[CUSTOMER][NEUTRAL] 01375442
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], I am showing that [PII]'s policy is active as of [PII]. This is a secondary policy to the policyholder's major medical and authorization is not required for any procedures.
[CUSTOMER][NEUTRAL] OK, can you spell your name for me please?
[AGENT][NEUTRAL] It's [PII], first initial last name, [PII].
[CUSTOMER][NEUTRAL] And do y'all give reference numbers?
[AGENT][NEUTRAL] It would be my name in today's date.
[CUSTOMER][POSITIVE] All right, thank you so much [PII] have a great day.
[AGENT][POSITIVE] I hope you have a wonderful day as well, [PII]. It's a pleasure to assist you with that authorization information and thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm bye bye.