AccountId: 011433970860
ContactId: 96de0920-b765-41fc-b54b-1fb5e7fa35c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145160 ms
Total Talk Time (AGENT): 57921 ms
Total Talk Time (CUSTOMER): 53750 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/96de0920-b765-41fc-b54b-1fb5e7fa35c2_20250519T14:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, you're breaking up. Uh, my name is [PII]. Last initial is [PII], calling from a doctor's office, checking to see if we need an authorization for outpatient surgery.
[AGENT][NEUTRAL] OK, [PII], I can help you with the benefits and the authorization. May I please get your call back number just in case the call dropped.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and then what is the name of the facility you're calling from Mars?
[CUSTOMER][NEUTRAL] Advanced Orthopedics of Oklahoma, Doctor [PII].
[CUSTOMER][NEUTRAL] Boone
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you I appreciate that information. Let me look them up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, looking at [PII]'s policy, no authorization is needed. This is not the major medical insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what was your name again?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And your last name initial.
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, do you guys do call reference numbers or just your name today's date and time?
[AGENT][POSITIVE] just my name and today's date. You're correct.
[CUSTOMER][POSITIVE] I got it. Thank you so much, [PII]. You have a great day.
[AGENT][POSITIVE] You have a wonderful week, Miss [PII]. Thank you so much for calling APL today.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.