AccountId: 011433970860
ContactId: 6f57a108-5c21-4269-b491-ce0690da84c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88349 ms
Total Talk Time (AGENT): 28689 ms
Total Talk Time (CUSTOMER): 41440 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/6f57a108-5c21-4269-b491-ce0690da84c7_20250123T20:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm calling to verify if authorization is required for MRI.
[AGENT][NEUTRAL] May I have a callback number and then the member's policy number?
[CUSTOMER][NEUTRAL] Uh, sure, my callback number is [PII], no extension. Patient's ID number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, sure. [PII].
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in to see if this policy require authorization upon review, no authors required from us.
[CUSTOMER][POSITIVE] Alright, thank you so much for um information regarding all that I did. May I have our call reference number?
[AGENT][NEUTRAL] The call reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Alright, the day and then fine. Alright, um again, [PII], thank you so much for your assistance. Enjoy the rest of your day.
[AGENT][POSITIVE] You have a great day as well, and thank you for calling American Public Life.