AccountId: 011433970860
ContactId: 0e141f12-fcee-42e3-a926-6ea1b6c33a36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80430 ms
Total Talk Time (AGENT): 33939 ms
Total Talk Time (CUSTOMER): 34916 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/0e141f12-fcee-42e3-a926-6ea1b6c33a36_20250602T15:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I needed to find out if authorization is required for a patient's procedure.
[AGENT][NEUTRAL] OK, I can verify that for you and your name is?
[CUSTOMER][NEUTRAL] [PII] last initial [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the
[CUSTOMER][NEUTRAL] And I'm sorry, I missed your name?
[AGENT][NEUTRAL] Uh, it's [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] 02612541
[AGENT][NEUTRAL] OK, thank you and give me a moment, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. uh, well, Ms. [PII] with her type policy, our authorization is not required.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] That's all I needed.
[AGENT][POSITIVE] OK, well, uh, thank you for calling APM Ms. [PII]. Have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mm bye.