AccountId: 011433970860
ContactId: 929d9f09-0789-478e-992f-35605fdb2f80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 47490 ms
Total Talk Time (AGENT): 23297 ms
Total Talk Time (CUSTOMER): 16731 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/2025/01/28/929d9f09-0789-478e-992f-35605fdb2f80_20250128T17:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] This is [PII] with Paris imaging. I was just needing to see if a patient's gonna require an authorization for a CT scan.
[AGENT][NEUTRAL] OK, um, none of our policies require prior authorization because we're not the major medical, um, but if you like, I can go over the benefits with you if you need them.
[CUSTOMER][NEUTRAL] Uh, no, I just needed the author requirements. Um, what was your name again?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And is there a reference number for our call?
[AGENT][NEUTRAL] Um, no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, that was all I needed thank you for your help today.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye-bye.