AccountId: 011433970860
ContactId: 7a82ff0f-a710-420c-8160-76f71acf582c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 47220 ms
Total Talk Time (AGENT): 15370 ms
Total Talk Time (CUSTOMER): 23460 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/7a82ff0f-a710-420c-8160-76f71acf582c_20250324T15:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from McDonald District Hospital. I just need to know if an authorization is needed for an outpatient observation today.
[AGENT][NEUTRAL] Um, none of our procedures required.
[AGENT][NEUTRAL] The uh authorization.
[CUSTOMER][NEUTRAL] OK, um, excellent, um, can I get a call reference number?
[AGENT][NEUTRAL] Um, yes, it's my first name, last initial, [PII], and then D as in dog, today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK then that is all I need thank you very much, [PII].
[AGENT][POSITIVE] OK thank you thanks for calling APL.
[CUSTOMER][NEUTRAL] I think
[AGENT][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Yeah thanks bye bye.