AccountId: 011433970860
ContactId: 3c9dba7b-46b4-42cf-953b-3340f3fbc1d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 34900 ms
Total Talk Time (AGENT): 14300 ms
Total Talk Time (CUSTOMER): 15821 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/3c9dba7b-46b4-42cf-953b-3340f3fbc1d3_20250609T14:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name's [PII]. I need to do a prior authorization on a patient that's in the hospital.
[AGENT][NEUTRAL] Um, we are secondary. All of our policies are secondary and supplemental, so no prior offers required.
[CUSTOMER][NEUTRAL] No prior office is required.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] For inpatient or observations.
[AGENT][NEUTRAL] No, because we're secondary supplemental.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, sounds good thank you what was your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.