AccountId: 011433970860
ContactId: 94cff487-4fb8-41ce-ae1a-c26cab379a5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 59779 ms
Total Talk Time (AGENT): 25478 ms
Total Talk Time (CUSTOMER): 29822 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/94cff487-4fb8-41ce-ae1a-c26cab379a5e_20250203T20:36_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, [PII]. My name is [PII]. I'm calling from Ohio State University precer department, and I needed to check a couple codes to see if uh they need to be pre-authorized.
[AGENT][NEUTRAL] OK, so APL, um, none of our policies require prior authorization or pre-cert because we're not the major medical insurance.
[CUSTOMER][NEUTRAL] Oh OK so it just gets billed and then they decide.
[AGENT][NEUTRAL] Right, I can help you with benefits, but in terms of like authorization, there's no prioral needed.
[CUSTOMER][NEUTRAL] OK. Um, no, I'm good with benefits. Thank you though. Um, do, do, can I get like your last initial or anything just so I can document?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Sure. Um, so my name is [PII].
[CUSTOMER][POSITIVE] Great. OK, thank you so much, [PII]. Have a great day.
[AGENT][POSITIVE] You also, thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.