AccountId: 011433970860
ContactId: 7a8baf75-09f7-488b-8755-18c2ec1524cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126959 ms
Total Talk Time (AGENT): 65931 ms
Total Talk Time (CUSTOMER): 43168 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/7a8baf75-09f7-488b-8755-18c2ec1524cb_20250513T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] today I am calling from North Mississippi Medical Center Gilmore Amory, and I have a one of y'all's patients in our facility, and I was seeing if y'all require authorization.
[AGENT][NEUTRAL] OK, and you said your name was [PII], is that correct?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][POSITIVE] Oh, [PII], OK, that's even prettier than [PII]. OK, thank you very much, Ms. [PII]. Uh, I can help you with authorization. Can you please give me your callback number just in case the calls dropped.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] Yes, sure, it's [PII].
[AGENT][NEUTRAL] OK, and then what is the um patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, it's [PII] Last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And then his member ID is D as in dog 404-08919.
[AGENT][NEUTRAL] OK, alright, Ms. [PII], I'll need to go ahead and transfer you on over to IMA 90 degree benefits so you can get those benefits from them as far as needing authorization. Let me give you that phone number though just in case the call's dropped, you'll have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII] and then you would choose option one, but I'm going to go ahead and transfer you on over and choose option one for you so you'll be ready for the call, OK?
[CUSTOMER][POSITIVE] Great thank you.
[AGENT][POSITIVE] You're very welcome. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree. If you would like to