AccountId: 011433970860
ContactId: c2947e3b-5846-4bb9-9738-cedca97b577b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 37310 ms
Total Talk Time (AGENT): 9250 ms
Total Talk Time (CUSTOMER): 21570 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=4.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/c2947e3b-5846-4bb9-9738-cedca97b577b_20250415T21:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII]. I was actually calling to see if maybe you could help me. I just wanted to see if I, uh, would need to submit for prior authorization for a patient that has this insurance as a secondary.
[AGENT][NEUTRAL] Um, none of our plan, uh, plans require prior office.
[CUSTOMER][POSITIVE] Love when you say beautiful words like that.
[CUSTOMER][POSITIVE] And that was actually all I needed to confirm. Thank you so, so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great evening.
[CUSTOMER][POSITIVE] You as well take care.
[AGENT][NEUTRAL] You bye.