AccountId: 011433970860
ContactId: 026a71f3-f34e-4dcd-b9d6-39574a403d50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 29120 ms
Total Talk Time (AGENT): 9808 ms
Total Talk Time (CUSTOMER): 15128 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/026a71f3-f34e-4dcd-b9d6-39574a403d50_20250606T15:52_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, uh, [PII], this is [PII] calling from Atrium Health. I was calling to check a CPT code to see if authorization was required. I'm not sure if I'm in the right place or not.
[AGENT][NEUTRAL] Um, so all of our plans are supplemental or secondary, and we don't require prior off or anything.
[CUSTOMER][POSITIVE] Oh, OK, alright, thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.