AccountId: 011433970860
ContactId: b1246304-b398-48dd-a19b-93a524282960
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80620 ms
Total Talk Time (AGENT): 31981 ms
Total Talk Time (CUSTOMER): 21900 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/b1246304-b398-48dd-a19b-93a524282960_20250217T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, I was calling to see if the CPT co authorization.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] And as of right, may I please have the policy number.
[CUSTOMER][NEUTRAL] It is 250-029-3.
[AGENT][NEUTRAL] 2500293
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] birthday is [PII].
[AGENT][NEUTRAL] And for this policy, it is showing that no prior authors required.
[CUSTOMER][NEUTRAL] OK, alrighty, uh, thank you. uh can I get a reference number?
[AGENT][NEUTRAL] You're welcome. Yes. The reference will be my first name, [PII], which is spelled [PII] Last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.