AccountId: 011433970860
ContactId: 12eb4c65-183f-44ba-aec8-fcc09a82a3f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109080 ms
Total Talk Time (AGENT): 44381 ms
Total Talk Time (CUSTOMER): 30751 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/12eb4c65-183f-44ba-aec8-fcc09a82a3f3_20250204T14:44_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, hi, this is [PII] at Baptist Health Medical Group. We have a patient needing to be sent over for a duplex scan at the hospital, and we were calling to see if authorizations required.
[AGENT][POSITIVE] OK, I can assist you with that, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, the direct number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 228-8808
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Ms. [PII], this particular policy is one of our limited hospital indemnity plans. So authorization is not required. This is a limited plan.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, do you have a reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] It's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you very much for your help on this and you have a very nice day.
[AGENT][POSITIVE] Yes and thank you for calling ATL. Bye [PII].
[CUSTOMER][NEUTRAL] Uh