AccountId: 011433970860
ContactId: 3f82414e-d02a-4ed3-9b2f-d28c0a1ffadb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83500 ms
Total Talk Time (AGENT): 30108 ms
Total Talk Time (CUSTOMER): 28149 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/3f82414e-d02a-4ed3-9b2f-d28c0a1ffadb_20250425T14:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] the A facility. I'm just trying to get an authorization for an upcoming procedure for a patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So pre-authorization is not required.
[CUSTOMER][NEUTRAL] For anything?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] Automatically approve everything. I'm just checking. I know some insurances do that. I'm sorry.
[AGENT][NEUTRAL] Oh, so pre-op is not required, but that doesn't mean that we're not, we're going to approve every claim.
[CUSTOMER][NEUTRAL] OK, so I just put it down as pre-op, not required.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Can I get a reference number and your name please?
[AGENT][NEUTRAL] Yeah, of course. So my name is [PII]
[AGENT][NEUTRAL] And then the reference number will be my first name, my last initial and then today's date.
[CUSTOMER][NEUTRAL] And what is your last initial?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, and today's date is the time as well or just the date?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, just today's date.
[CUSTOMER][POSITIVE] OK, yes ma'am, thank you.
[AGENT][POSITIVE] All right. You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.