AccountId: 011433970860
ContactId: 9c4632c9-9f34-48f4-a9ed-730b0b23661b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 27559 ms
Total Talk Time (AGENT): 10619 ms
Total Talk Time (CUSTOMER): 13859 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/9c4632c9-9f34-48f4-a9ed-730b0b23661b_20250610T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm calling from [PII]'s medical office. I was calling to see if a MRI of the pelvis requires prior authorization.
[AGENT][NEUTRAL] Um, all of our plans, [PII], uh, they're all secondary or supplemental, so nothing requires prior all.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] OK, good to know thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.