AccountId: 011433970860
ContactId: 8f084cb1-f6bd-4ca2-94b3-2a653d205baf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 60000 ms
Total Talk Time (AGENT): 26473 ms
Total Talk Time (CUSTOMER): 32248 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8f084cb1-f6bd-4ca2-94b3-2a653d205baf_20250602T18:46_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Northeast Regional Medical Center. I had a question. I don't believe it's needed, but it is authorization needed with this insurance? Prior authorization?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] No, none of our policies require authorization.
[CUSTOMER][NEUTRAL] I didn't think so because it's supplemental correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, awesome. I just wanted to verify but I thought so, and I'm sorry, may I have your, may I have your name again?
[AGENT][NEUTRAL] I understand. Absolutely. Uh-huh.
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][POSITIVE] Alright, perfect. And did you have a a call reference for this?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that was it. Thank you so much, [PII].
[AGENT][POSITIVE] Alright, of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks. Bye bye.
[CUSTOMER][NEUTRAL] Yeah