AccountId: 011433970860
ContactId: f5997114-9cc4-4462-8262-cdee450e6cb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111389 ms
Total Talk Time (AGENT): 52027 ms
Total Talk Time (CUSTOMER): 27579 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/f5997114-9cc4-4462-8262-cdee450e6cb7_20250602T20:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to see if authors required for member first uh few CPT codes.
[AGENT][POSITIVE] OK, I can help you with uh eligibility and benefits. Uh, [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It's 02584308.
[AGENT][NEUTRAL] OK, give me just a moment while I look it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and I am showing that this policy is active with an effective date of [PII]. Um, and you wanted to know about pre-authorization?
[CUSTOMER][NEUTRAL] P
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, we don't have pre-authorization for this. Um, it's a hospital indemnity plan, um, but there's no pre-authorization required.
[CUSTOMER][NEUTRAL] OK, OK, alright, and can I get a uh reference for our call please?
[AGENT][NEUTRAL] OK, so we don't have reference numbers, but you can use my name and last initial in today's date. So [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] Great, if there's nothing else I can help you with, thank you for calling ATL and have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] OK.