AccountId: 011433970860
ContactId: 7b1e9b7a-f08e-4801-9e60-1fa3680fd92a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 61330 ms
Total Talk Time (AGENT): 29957 ms
Total Talk Time (CUSTOMER): 17788 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/7b1e9b7a-f08e-4801-9e60-1fa3680fd92a_20250626T15:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I see the CPT code needs authorization.
[AGENT][NEUTRAL] OK and your name is?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 02452612.
[AGENT][POSITIVE] OK, thank you so much one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you so much, um, Ms. [PII], but, um, prior authorization is not required under this plan.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Uh, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] That's it.