AccountId: 011433970860
ContactId: 2f732cec-a205-4300-866e-b2745e0f997c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 63909 ms
Total Talk Time (AGENT): 28292 ms
Total Talk Time (CUSTOMER): 27620 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/2f732cec-a205-4300-866e-b2745e0f997c_20250103T21:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Hello [PII]. This is [PII]. I'm calling with Prisma Health. Uh, we had a patient that was admitted into our facility, and I was trying to see if notifications are required.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] Notifications?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] What do you mean by that? Like authorization?
[CUSTOMER][NEUTRAL] Like, yeah, but yeah, an inpatient notification though, unplanned.
[AGENT][NEUTRAL] I'm not familiar with the notification. Are you, you are speaking of authorization?
[CUSTOMER][NEUTRAL] Yes, ma'am, but not planned. It's um they came in through our emergency room. I was trying to see if that's required.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, well, no, um, for any APL policy, there is no um pre-off or pre-cert required.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL and I hope you have a great weekend and [PII].
[CUSTOMER][POSITIVE] Alright, you too. [PII]. Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.