AccountId: 011433970860
ContactId: 544b08bb-ed3d-4d2a-b786-7ae79a2fcb49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 26020 ms
Total Talk Time (AGENT): 5099 ms
Total Talk Time (CUSTOMER): 17700 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/544b08bb-ed3d-4d2a-b786-7ae79a2fcb49_20250505T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. My utilization review nurse calling from Saint Louis Children's Hospital. We had a member admit as inpatient through our emergency department, and I was, he has this listed as a secondary policy. I was seeing if authorization is required.
[AGENT][NEUTRAL] Um, no, it's not required.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh bye bye.