AccountId: 011433970860
ContactId: 877185e5-352a-4de5-8e82-70c9e28549a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103860 ms
Total Talk Time (AGENT): 44372 ms
Total Talk Time (CUSTOMER): 40478 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/877185e5-352a-4de5-8e82-70c9e28549a7_20250117T20:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Ascension Heart Center, and I'm calling to obtain an authorization for outpatient procedure, please.
[AGENT][NEUTRAL] OK, [PII] I can help you with um authorization. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII] Last name is [PII] Date of birth uh [PII].
[AGENT][NEUTRAL] OK, and then what's Ms. [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] D as in David 45401289
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna put you on hold and transfer you on over to IMA. Let me give you that phone number just in case the calls dropped along the way.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII] and you would choose option one.
[CUSTOMER][NEUTRAL] OK [PII]?
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. You have a great weekend and thanks for calling APL.
[CUSTOMER][POSITIVE] You you too bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Thank you for calling.