AccountId: 011433970860
ContactId: 660356ef-3667-417d-8c4d-a61cc4ae74e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57970 ms
Total Talk Time (AGENT): 16468 ms
Total Talk Time (CUSTOMER): 43920 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/660356ef-3667-417d-8c4d-a61cc4ae74e3_20250424T15:04_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII], uh, calling from the University of Iowa Hospitals and clinics. Um, I have a patient here. I called yesterday for some radiology scans and no prior op was needed. I just wanna make sure it's the same for the CPT code, please. Um.
[AGENT][NEUTRAL] OK, um, none of our policies require prior author research.
[CUSTOMER][NEUTRAL] Oh, OK, OK, um, OK, so let's see what, what is your name just so I can document that so for a a CT uh 3D reconstruction scan 763-777, it would not require.
[AGENT][NEUTRAL] Yeah, we, the all of our policies are like supplemental or secondary so nothing requires prior.
[CUSTOMER][NEUTRAL] Prior off. OK.
[CUSTOMER][NEUTRAL] Got it. OK, OK, I'm sorry and your name again? I'm sorry.
[AGENT][NEUTRAL] Uh, my name is [PII]. First initial to last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, thank you, [PII]. Take care.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.