AccountId: 011433970860
ContactId: 1a7219fa-9076-4db8-a0c9-1f7f56945387
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 55849 ms
Total Talk Time (AGENT): 22581 ms
Total Talk Time (CUSTOMER): 25942 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/1a7219fa-9076-4db8-a0c9-1f7f56945387_20250320T18:43_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is how can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Copeland Health Systems. I am calling because I need to see if a patient needs a prior authorization for a test that the doctor is wanting done.
[AGENT][NEUTRAL] OK [PII], I can help you with that. We actually do not require compensation for any type of testing. Um, do you need, uh, benefits or eligibility?
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] No, if she doesn't require prior off I would just go ahead and get that sent through and then we will go from there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK perfect [PII] is there anything else I can help with? Uh my name is [PII].
[CUSTOMER][NEUTRAL] And what was your name again?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK alrighty thank you so much, [PII] you have a great day.
[AGENT][POSITIVE] Thank you for calling APL you too.
[CUSTOMER][NEUTRAL] Bye bye.