AccountId: 011433970860
ContactId: 2d64ec01-007f-4c52-8318-b8811e359559
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 28549 ms
Total Talk Time (AGENT): 9468 ms
Total Talk Time (CUSTOMER): 14009 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/2d64ec01-007f-4c52-8318-b8811e359559_20250430T19:13_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] at MUSC Health Authorizations department. I am calling to see if an authorization is required for a patient.
[AGENT][NEUTRAL] Um, all of our plans are secondary or supplemental, so there's no offer required for anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. uh, thank you very much.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.