AccountId: 011433970860
ContactId: 3e5fa11b-e3d0-45c7-bb58-3db2d3661bfc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110870 ms
Total Talk Time (AGENT): 24300 ms
Total Talk Time (CUSTOMER): 33184 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/3e5fa11b-e3d0-45c7-bb58-3db2d3661bfc_20250408T15:44_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling to check on prior authorization for patients.
[AGENT][NEUTRAL] OK, do you have the, uh, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah my name is [PII] last initial [PII] um callback number is [PII].
[AGENT][NEUTRAL] And the policy ID?
[CUSTOMER][NEUTRAL] Yeah, do it now.
[CUSTOMER][NEUTRAL] Um, D as in David 44504842.
[AGENT][NEUTRAL] And what was the last name of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, just one moment.
[AGENT][NEUTRAL] Uh, this policy does not require prior off.
[CUSTOMER][NEUTRAL] OK, perfect. Do you have a reference number for this call?
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Uh, it's just my first name, [PII], last initial or first initial to last name D as in dog, and today's date.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Awesome. Thank you, [PII]. Have a great day.
[AGENT][POSITIVE] Thanks for calling APL you too, bye.