AccountId: 011433970860
ContactId: 05a1f2f0-9f85-4721-8eb5-6287aae1ba09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 50099 ms
Total Talk Time (AGENT): 23620 ms
Total Talk Time (CUSTOMER): 22439 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/05a1f2f0-9f85-4721-8eb5-6287aae1ba09_20250319T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. My name is [PII]. I'm calling on behalf of Memorial Hospitalre Services. Um, I just wanted to see if, uh, this requires an authorization if it is secondary to United Healthcare.
[AGENT][NEUTRAL] These policies do not require prior art.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK, and then, uh, can I just get a reference number for this call?
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that is all I do. Thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.