AccountId: 011433970860
ContactId: f7c93fac-ebac-4656-9e2e-416744468c79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130309 ms
Total Talk Time (AGENT): 65691 ms
Total Talk Time (CUSTOMER): 64799 ms
Interruptions: 2
Overall Sentiment: AGENT=2.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/f7c93fac-ebac-4656-9e2e-416744468c79_20250314T14:23_UTC.wav
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[AGENT][NEUTRAL] Hello, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to um follow up on a patient. I wanted to find out if authorization would be required for their outpatient procedure.
[AGENT][NEUTRAL] OK, so we are looking for some pre-authorization to see if it's required, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Wonderful, do you mind if I get your name please and a good call back number for you?
[CUSTOMER][NEUTRAL] My name is [PII] and the call back is [PII].
[AGENT][POSITIVE] Wonderful. And can I have your patient's policy number today, Miss [PII]?
[CUSTOMER][NEUTRAL] It is 018287772.
[AGENT][POSITIVE] Perfect. Give me one second to get that pulled up, and are you having a great day today?
[CUSTOMER][NEUTRAL] Yes, I am. How was your day?
[AGENT][POSITIVE] Oh, I'm doing wonderful. Thank you so much for asking. It's like sunny. I heard the weather is gonna be crazy though. Are you in a spot where it's gonna be crazy?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Glad to hear that it's for [PII].
[CUSTOMER][NEUTRAL] Yeah, supposedly, but, um, I'm like, hey, you know what.
[AGENT][NEUTRAL] OK, yeah, I'm there.
[CUSTOMER][NEUTRAL] It is what it is. What am I gonna do about it, you know, but yeah, I heard they're talking about tornadoes, something about nocturnal tornadoes, which I don't know what that means, but they're more dangerous. I'm like, well, good thing it's Friday and I'm not planning on doing anything. I'll just stay home and watch a movie.
[AGENT][NEUTRAL] And I mean, I can't control it, yeah, I'm with you.
[AGENT][NEUTRAL] Bunker down all weekend. Oh well.
[CUSTOMER][POSITIVE] Yeah, exactly, do that.
[AGENT][NEUTRAL] I feel that, and I, I do have that policy pulled up for you, my friend. Um, do you mind if I just verify your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] [PII].
[AGENT][POSITIVE] Perfect thank you so much. I do see she's current and active with us, however, this policy does not require pre-authorization.
[CUSTOMER][NEUTRAL] Perfect. I didn't think so. I just wanted to double check, um, is there a reference number for our call?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, so we don't have reference numbers, but you can use my name [PII], first initial last name, [PII] in today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much [PII] have a great weekend and stay safe.
[AGENT][POSITIVE] Yes, likewise, Ms. [PII], thank you for calling APL, and you have such a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.