AccountId: 011433970860
ContactId: 6e0b3ec1-1d96-4526-9be7-878bc73402f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87959 ms
Total Talk Time (AGENT): 43542 ms
Total Talk Time (CUSTOMER): 29810 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/6e0b3ec1-1d96-4526-9be7-878bc73402f0_20250507T14:05_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], this is [PII] with Heart Solution. I'm trying to see if this patient needs an authorization for a test.
[AGENT][NEUTRAL] OK, I can see that authorization is required. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02570313.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] His name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so of course this policy is active. That effective date was January uh excuse me, uh, [PII], and uh no authorization is required for this policy.
[CUSTOMER][NEUTRAL] OK, no one's required, um, and then do you have a reference call number?
[AGENT][NEUTRAL] Oh, that would just be my first name, last initial, and today's date and so my name is spelled [PII]
[AGENT][NEUTRAL] Was there anything else I could help you with, sir?
[CUSTOMER][NEUTRAL] Nope that was it thank you.
[AGENT][POSITIVE] Of course, thanks for calling ATL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.