AccountId: 011433970860
ContactId: 02ba0645-9b07-4798-b796-b8cb65497dab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 45560 ms
Total Talk Time (AGENT): 21031 ms
Total Talk Time (CUSTOMER): 17041 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=4.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/02ba0645-9b07-4798-b796-b8cb65497dab_20250130T19:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling from Baptist Health. I'm calling in regards to a patient who told me they had a secondary um insurance called APL. I wanted to see if authorization is required for an injection.
[AGENT][NEUTRAL] Oh, no, no authorizations are required for any of our policies because we're not a major medical insurance.
[CUSTOMER][POSITIVE] OK, perfect. Can I get a reference number, please?
[AGENT][NEUTRAL] Sure, um, so there's no reference number, but you can use my name in today's date. Um that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome and thanks for calling APL.
[CUSTOMER][POSITIVE] Have a great day, bye.
[AGENT][NEUTRAL] You too. Bye-bye.