AccountId: 011433970860
ContactId: 7dd83855-f5ef-4337-a36a-feb76425f165
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88779 ms
Total Talk Time (AGENT): 21498 ms
Total Talk Time (CUSTOMER): 49199 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/7dd83855-f5ef-4337-a36a-feb76425f165_20250411T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] calling from Tanner Medical Center. How are you doing today?
[AGENT][POSITIVE] Doing good. How about you?
[CUSTOMER][MIXED] I'm doing well. It's Friday and we're on the downhill flight.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] I'm trying to see if prior authorization is needed for this secondary for this patient, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do. OK, let me get there.
[CUSTOMER][NEUTRAL] OK. It is 02419266.
[AGENT][NEUTRAL] You have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII] and that is correct.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] It is for [PII], [PII].
[AGENT][POSITIVE] Thank you. Uh, no prior authors required.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Um, and yet, do you have call references or do I just use your name or?
[AGENT][NEUTRAL] Uh, just my name and today's date.
[CUSTOMER][POSITIVE] OK. All right. Thank you so very much. I do appreciate it.
[AGENT][POSITIVE] All right, thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you and I hope you do too. Thanks.
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] Mm bye bye.