AccountId: 011433970860
ContactId: 6f332c0f-511b-4c88-b918-ed445a9e86ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103000 ms
Total Talk Time (AGENT): 49623 ms
Total Talk Time (CUSTOMER): 26432 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/6f332c0f-511b-4c88-b918-ed445a9e86ff_20250423T18:34_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name's [PII]. I'm calling with Amed Health. I'm calling to see if a code requires authorization for a patient coming in.
[AGENT][NEUTRAL] OK, sure. I can assist you with authorization. And may I have a callback number just in case we get disconnected Miss [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the name of the facility you're calling from, from my location?
[CUSTOMER][NEUTRAL] And MedHealth.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, it is 022927.
[CUSTOMER][NEUTRAL] 02.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, perfect, thank you. And what type of service is being rendered?
[AGENT][NEUTRAL] Really
[CUSTOMER][NEUTRAL] Um, it's an outpatient hospital heart cath.
[AGENT][NEUTRAL] OK. All right. Uhization is not gonna be required, um, because this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] OK, and is what was your name?
[AGENT][NEUTRAL] My name is [PII], that's [PII] is [PII].
[CUSTOMER][NEUTRAL] And is there a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you would like this [PII].
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good afternoon.