AccountId: 011433970860
ContactId: 9f05a9a4-fe4e-4cee-b731-c353c3235499
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 44119 ms
Total Talk Time (AGENT): 11870 ms
Total Talk Time (CUSTOMER): 22378 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/9f05a9a4-fe4e-4cee-b731-c353c3235499_20250415T14:34_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hey, this is the tree calling from Prial Hospital.
[CUSTOMER][NEUTRAL] I was trying to see if I was in the right department to see if uh authorization is required for observation today.
[AGENT][NEUTRAL] Um, none of our policies require prior off or pre-cert.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Well, that's all I needed to know. Would we have a call?
[AGENT][NEUTRAL] Uh, it's just my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.