AccountId: 011433970860
ContactId: 4580d724-0bf2-4043-846a-4a6746d8cc70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 33080 ms
Total Talk Time (AGENT): 12921 ms
Total Talk Time (CUSTOMER): 15078 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/4580d724-0bf2-4043-846a-4a6746d8cc70_20250219T15:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I am a healthcare provider and I would like to know if a certain J code for pharmacy uh requires prior authorization.
[AGENT][NEUTRAL] Oh, none of our policies require prior authorization or pre-cert because we're not a major medical policy.
[CUSTOMER][POSITIVE] OK, thank you. That's what I need to know. Thank you.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.