AccountId: 011433970860
ContactId: 5fa7641c-b4fc-496b-8a44-dbf96fef8808
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80940 ms
Total Talk Time (AGENT): 24471 ms
Total Talk Time (CUSTOMER): 38459 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/5fa7641c-b4fc-496b-8a44-dbf96fef8808_20250610T14:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling on behalf of Nicholas Wins Hospital to check eligibility and authorization requirements for a few CPT accounts.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] That is 014803777 M as in Mike, L as in Lima, 7.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name, first name [PII]. Last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Uh, policy is active and effective [PII]. Um, and this is a secondary policy, so there's no prior author required.
[CUSTOMER][POSITIVE] Alright, OK, that is everything you know thank you so much for your help today. Is there a call reference number?
[AGENT][NEUTRAL] A call reference number is my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Alright thank you so much for your help today. Hope you have a nice rest of your day and goodbye.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye bye.