AccountId: 011433970860
ContactId: 61b32d7b-7957-4a8c-81d6-337910c5e427
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90199 ms
Total Talk Time (AGENT): 46181 ms
Total Talk Time (CUSTOMER): 25103 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/61b32d7b-7957-4a8c-81d6-337910c5e427_20250221T20:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling to see about getting authorization for a patient for imaging.
[AGENT][POSITIVE] OK [PII], I'm happy to take a look here. Uh, do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02396612.
[AGENT][POSITIVE] Alright, thank you so much. Give me just one second, let me pull this up here.
[AGENT][NEUTRAL] All right. And then [PII], if I could get the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes ma'am, name is [PII].
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you so much. So the member is active. If you need the effective date, that's gonna be [PII]. Uh, no prior authorization is required for usage.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, do you have a call reference number?
[AGENT][NEUTRAL] Absolutely. That would be my name with my last initial and then today's date. My name is [PII], which is [PII] My last initial is [PII] and then today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, love, thank you so much, Ms. [PII]. You have a good rest of your day.
[AGENT][POSITIVE] You too, [PII], take care.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye bye