AccountId: 011433970860
ContactId: f82f4342-0596-40da-99a7-ba1ceb8cc64b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86339 ms
Total Talk Time (AGENT): 39431 ms
Total Talk Time (CUSTOMER): 28807 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/f82f4342-0596-40da-99a7-ba1ceb8cc64b_20250514T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the from Columbia Orthopedic Group in the pre-certification department. Um, I am trying to verify whether or not a patient, um, requires authorization for a surgical procedure.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Um, I have 02279403.
[AGENT][NEUTRAL] OK, give me just a second, let me pull that up here.
[AGENT][NEUTRAL] And then if I could get patient's name and date of birth please, [PII]?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Thank you so much. So we're the members secondary insurance. No pre-certification is required for this. They are active. The effective date on here is [PII].
[CUSTOMER][NEUTRAL] Alright, and is there a good reference number for this information today?
[AGENT][NEUTRAL] Absolutely. So call reference would be my name with my last initial, then today's date. My name again is [PII], that's [PII] Last initial is going to be [PII].
[CUSTOMER][POSITIVE] OK. All right, thank you so much for your help today.
[AGENT][POSITIVE] You're welcome. Have a great one.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] Bye.