AccountId: 011433970860
ContactId: 8f10de68-f904-4660-820d-eb31f36b7c1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 61069 ms
Total Talk Time (AGENT): 22009 ms
Total Talk Time (CUSTOMER): 30198 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=3.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/8f10de68-f904-4660-820d-eb31f36b7c1f_20250306T21:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my first name's [PII] last name initial is [PII], and I was not sure how to get to the right representative, uh, but I'm calling from a hospital and we're trying to get determination if a patient's procedure upcoming procedure needs to be pre-certified through the plan.
[AGENT][NEUTRAL] OK, um, well, no APL policy requires prior off or pre-cert because we're not a major medical insurance company.
[CUSTOMER][NEUTRAL] OK, so no authorization is needed then.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] All right well I appreciate your your help with that. Do you happen to have a call reference number?
[AGENT][NEUTRAL] Sure, sir, there's no call reference number, but you can use my name in today's date. Um, the first initial to my last name is [PII] and my first name is [PII].
[CUSTOMER][POSITIVE] Thank you so much for your time again. I hope you have a good rest of your day.
[AGENT][POSITIVE] You also, and thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.