AccountId: 011433970860
ContactId: aaef14b5-9c44-4894-af26-f429be13aec9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71589 ms
Total Talk Time (AGENT): 31809 ms
Total Talk Time (CUSTOMER): 29908 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/aaef14b5-9c44-4894-af26-f429be13aec9_20250408T13:00_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. This is [PII] and I need to check if an outpatient surgery needs a prior authorization.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] It is 02584454.
[AGENT][NEUTRAL] And what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And if you can verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information and you're wanting to know if prior authorization is required? It's not required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much and do you have a reference number?
[AGENT][NEUTRAL] Any other questions?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII], and did you have any other questions?
[CUSTOMER][POSITIVE] That is all thank you you have a great day.
[AGENT][POSITIVE] And you're, you're welcome thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.