AccountId: 011433970860
ContactId: f5014934-505e-4ee2-adb1-7247377c8021
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101970 ms
Total Talk Time (AGENT): 39369 ms
Total Talk Time (CUSTOMER): 45541 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/f5014934-505e-4ee2-adb1-7247377c8021_20241231T18:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I need to start an authorization for a patient of ours that is, um, ER admit.
[AGENT][NEUTRAL] OK, can I get your name please?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good callback number?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Can I get the policy number?
[CUSTOMER][NEUTRAL] Uh yes it is.
[CUSTOMER][NEUTRAL] Um, it looks like we have 02555592.
[AGENT][NEUTRAL] OK, thank you [PII], can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] Um, and, um.
[CUSTOMER][NEUTRAL] [PII], I have no idea how to say her name. [PII] [PII].
[AGENT][NEUTRAL] OK, thank you and you said you're calling for an authorization, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can definitely take a look now looking at the policy, there's a hospital indemnity limited benefit plan and there's not gonna be an authorization required for any services.
[CUSTOMER][NEUTRAL] OK, not required.
[CUSTOMER][NEUTRAL] OK, um, and then, um, can I get a call reference number then please?
[AGENT][NEUTRAL] It will be my name [PII] with the first initial to my last name [PII] and today's date. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] [PII]. Uh, no, that is all. Thank you so much for your help.
[AGENT][POSITIVE] OK, well thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][NEUTRAL] Alright bye bye.