AccountId: 011433970860
ContactId: a359ac35-07de-4b4a-8dfd-3ad78e2d1f9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78949 ms
Total Talk Time (AGENT): 33650 ms
Total Talk Time (CUSTOMER): 29810 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/a359ac35-07de-4b4a-8dfd-3ad78e2d1f9f_20250402T20:49_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to verify if a patient needs authorization for an exam, please.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII]. Call back is [PII], no extension.
[AGENT][NEUTRAL] Can I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 256-453-7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you did say you were calling to see if pre-authorization is required.
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] Um, the policy does not cover, I'm sorry, does not require pre-authorization. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, no, call reference number please.
[AGENT][NEUTRAL] To reference the call, you'll use my name and today's date, [PII]
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a wonderful day. Thank you for calling APL. Bye bye.
[CUSTOMER][POSITIVE] You too. Thank you.
[CUSTOMER][NEUTRAL] Bye bye.