AccountId: 011433970860
ContactId: b5aae4ba-03b6-4d10-898d-004c3649d01e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 36750 ms
Total Talk Time (AGENT): 10219 ms
Total Talk Time (CUSTOMER): 23909 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=3.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/b5aae4ba-03b6-4d10-898d-004c3649d01e_20250226T16:16_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Southeastern ear, nose, and Throat. I am trying to see a patient that has y'all as a secondary insurance is scheduled to have a procedure done with us, and I'm just trying to see if y'all require prior authorization.
[AGENT][NEUTRAL] Uh, no pres or pre-authorizations are required on any of our policies.
[CUSTOMER][POSITIVE] Perfect. OK, that's all I needed to know. Well, thank you for your help [PII]. I really appreciate it and I hope you have a great rest of the day.
[AGENT][POSITIVE] You as well and thank you for calling APL. Take care bye.
[CUSTOMER][POSITIVE] Thanks you too bye bye.