AccountId: 011433970860
ContactId: 015f1842-47b2-407c-9995-42bc6e62db4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 37560 ms
Total Talk Time (AGENT): 17118 ms
Total Talk Time (CUSTOMER): 20790 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/015f1842-47b2-407c-9995-42bc6e62db4d_20250318T17:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], I am calling from a hospital in [PII], and I have a patient that's having some outpatient surgery and it looks like you guys are secondary. Do I need to do anything with you guys or authorization or anything?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, we don't require any sort of pre-op or anything like that. If you need me to verify benefits, I can definitely do that for you or give you the outpatient amount.
[CUSTOMER][POSITIVE] OK, I got you um a different department will call for that. Thanks for your help.
[AGENT][POSITIVE] OK. You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.