AccountId: 011433970860
ContactId: 35347d84-4564-4c02-9c63-b176e72aa349
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 54229 ms
Total Talk Time (AGENT): 24612 ms
Total Talk Time (CUSTOMER): 30697 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/35347d84-4564-4c02-9c63-b176e72aa349_20241230T14:37_UTC.wav
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[CUSTOMER][POSITIVE] Got you OK.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yeah, I just need to start a, uh, prior authorization for a CAT scan that was done 2 days ago on the [PII].
[AGENT][NEUTRAL] OK, APL doesn't require prior authorization on any of our um policies because we're not a major medical.
[CUSTOMER][NEUTRAL] So do
[CUSTOMER][NEUTRAL] OK. You said prior authorization is not needed for APL? One way or another it's just very.
[AGENT][NEUTRAL] Right, because we're not a major medical insurance company, um, but I can like go over coverage with you if you need to.
[CUSTOMER][NEUTRAL] Oh no, that's OK that's all I needed um.
[CUSTOMER][NEUTRAL] Uh, can I just get your first name then?
[AGENT][NEUTRAL] Sure, my name is [PII]
[AGENT][NEUTRAL] And then the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.