AccountId: 011433970860
ContactId: 49240c20-e3d3-489b-a387-7aaf1b825c3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 36590 ms
Total Talk Time (AGENT): 19172 ms
Total Talk Time (CUSTOMER): 12650 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/49240c20-e3d3-489b-a387-7aaf1b825c3e_20250121T19:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi uh my name is [PII], and I'm calling to check to see if an authorization is required for a patient for an upcoming service.
[AGENT][NEUTRAL] OK, um, no, there's no APL policy, um, that requires prior off or pre-cert because we're not the major medical insurance company.
[CUSTOMER][POSITIVE] Gotcha. Perfect. That's what I needed to know.
[AGENT][NEUTRAL] Alrighty. Was there anything else I could assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that's all I needed.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.