AccountId: 011433970860
ContactId: fc40216d-a6ec-4734-87e8-6017a22ebcf8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100699 ms
Total Talk Time (AGENT): 34101 ms
Total Talk Time (CUSTOMER): 36946 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/fc40216d-a6ec-4734-87e8-6017a22ebcf8_20250129T20:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] with Saint Louis University Hospital. I'm calling because one of your subscribers is coming in for surgery. I need to see if you, um, if an authorization is required.
[AGENT][NEUTRAL] OK, do you have a callback number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, 01897878.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you wanted to know if this policy required pre-authorization?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] No, ma'am, it does not.
[CUSTOMER][NEUTRAL] OK, and do you give a call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][POSITIVE] No, that's all I need. Thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.