AccountId: 011433970860
ContactId: 2062fb18-b41d-475e-8057-aff6a2804b89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 45029 ms
Total Talk Time (AGENT): 20840 ms
Total Talk Time (CUSTOMER): 20039 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/2062fb18-b41d-475e-8057-aff6a2804b89_20250610T15:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] calling from a facility um in [PII]. I'm calling to see if I need to initiate a pre-cert for an inpatient hospital admission.
[CUSTOMER][NEUTRAL] Is this the correct number?
[AGENT][NEUTRAL] Um, no
[AGENT][NEUTRAL] It is, um, no pre-cert or authorizations required because we're not a major medical insurance company.
[CUSTOMER][NEUTRAL] Oh, OK, OK, that's all I needed to know. Do you get reference numbers for the phone calls?
[AGENT][NEUTRAL] Um, there's no call reference number, but you can use my name in today's date. That's [PII].
[CUSTOMER][POSITIVE] OK, I appreciate your time thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APR. Have a great day.
[CUSTOMER][POSITIVE] You're welcome
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.