AccountId: 011433970860
ContactId: 609aaeff-9198-4d30-9533-5e4e38d3d774
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121260 ms
Total Talk Time (AGENT): 64144 ms
Total Talk Time (CUSTOMER): 36911 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/609aaeff-9198-4d30-9533-5e4e38d3d774_20250320T14:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, this is [PII] Cardiology. I'm trying to get an authorization on a patient. I don't have his insurance card and I managed to come across his phone number. It's about the only thing I have that in his ID number.
[AGENT][NEUTRAL] OK alright well we can help you there with um with authorization and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, Miss [PII], what is the patient's name, date of birth, and policy number that you have?
[CUSTOMER][NEUTRAL] Uh, it's [PII] and the ID number is 01332956.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And Miss [PII], can I get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. Let me look up his policy real quick.
[AGENT][NEUTRAL] OK, I'm going to need to transfer you on over now to web TPA so that they can help you with uh the benefits for this patient and and the authorization is needed.
[AGENT][NEUTRAL] I'm going to give you that number just in case the call is dropped while we're transferring that way you have it.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're very welcome. The number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII] thank you.
[AGENT][POSITIVE] Yes ma'am, you're very welcome. Thanks for calling APL it's gonna be a brief hold while I transfer you over.
[CUSTOMER][POSITIVE] OK, I appreciate your help.
[AGENT][POSITIVE] It's no problem at all. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too alright bye bye.
[AGENT][NEUTRAL] Bye-bye, Ms. [PII].
[CUSTOMER][NEUTRAL] Welcome to