AccountId: 011433970860
ContactId: 81a1d6c9-4e98-4d0e-a4b3-72d0b9b72415
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 60060 ms
Total Talk Time (AGENT): 19611 ms
Total Talk Time (CUSTOMER): 32249 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/81a1d6c9-4e98-4d0e-a4b3-72d0b9b72415_20250416T20:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hey, [PII], um, this is [PII]. I'm calling from the Hornet Health referral department. Um, we've got a patient that has insurance through y'all and she needs a CT.
[CUSTOMER][NEUTRAL] I don't, I don't know if this requires a prior authorization or not.
[AGENT][NEUTRAL] No, we do not require pre-authorization.
[CUSTOMER][NEUTRAL] OK, um, and you said your name is [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, what's your last initial?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and um.
[CUSTOMER][NEUTRAL] Can I get a reference number for the call?
[AGENT][NEUTRAL] Yeah, of course. So it's my first name, [PII], last initial [PII], and then today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect, OK.
[CUSTOMER][POSITIVE] All right, I appreciate it. Thank you.
[AGENT][POSITIVE] Yeah, you're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.