AccountId: 011433970860
ContactId: 2a6a7af4-1552-4028-9bea-3dd049245b32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57180 ms
Total Talk Time (AGENT): 27750 ms
Total Talk Time (CUSTOMER): 28809 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/2a6a7af4-1552-4028-9bea-3dd049245b32_20250320T18:39_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] Hi, good afternoon, [PII]. This is [PII]. I am calling to see if authorization is required for an outpatient surgery for patients.
[AGENT][NEUTRAL] Prior op is not required for these policies?
[CUSTOMER][NEGATIVE] Oh, they're not OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I wasn't aware. OK, and [PII], what's the initials to your last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Is there a reference number for our phone 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] OK.
[CUSTOMER][NEUTRAL] Um, let me just check if we're in network with this patient's plan. Is that OK, our facility?
[AGENT][NEUTRAL] There's no network that can utilize any provider.
[CUSTOMER][POSITIVE] Any pro OK thank you.
[AGENT][POSITIVE] You're welcome. [PII], thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Take care. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.