AccountId: 011433970860
ContactId: 24a32f22-5b3d-4e05-bfde-8a712da3a62f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 43349 ms
Total Talk Time (AGENT): 24819 ms
Total Talk Time (CUSTOMER): 14509 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/24a32f22-5b3d-4e05-bfde-8a712da3a62f_20250130T18:40_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] Hello, this is [PII] with Mercy, and I am calling to see if prior authorization is required for patients.
[AGENT][NEUTRAL] Prior art is not required for these policies, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And is there 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][NEUTRAL] Not at this time 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][NEUTRAL] You too. Bye bye.