AccountId: 011433970860
ContactId: b99d8af2-1ce6-419b-be39-e7a6c4283346
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 49689 ms
Total Talk Time (AGENT): 15621 ms
Total Talk Time (CUSTOMER): 32379 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/b99d8af2-1ce6-419b-be39-e7a6c4283346_20250612T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I um have a patient who is having a procedure next month. Do, um, I have to do prior authorizations with you all.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, none of our uh policies require authorization.
[CUSTOMER][NEUTRAL] OK, do I have to do like a pre notification like letting you know that they're having surgery or they just file the claim with you all?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Yeah, you would just file that claim with us.
[CUSTOMER][NEUTRAL] OK perfect I just wanna make sure I'm not.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] I am not um
[CUSTOMER][POSITIVE] Messing anything up. OK, perfect.
[AGENT][NEUTRAL] I understand they're all very different.
[CUSTOMER][POSITIVE] Well thank you so much you have a good day.
[AGENT][POSITIVE] Of course, you too. Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.