AccountId: 011433970860
ContactId: c9532e58-8c43-4669-900d-d10b1fb5c919
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 61549 ms
Total Talk Time (AGENT): 31531 ms
Total Talk Time (CUSTOMER): 24388 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/c9532e58-8c43-4669-900d-d10b1fb5c919_20250113T20:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling ATL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, hi, this is [PII] from Baptist Health Medical Group. We have a patient named an echo and an MRI and we're calling to see if an authorization is required.
[AGENT][NEUTRAL] Alright, I'm happy to check that, [PII]. Do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, 228-8808, and I didn't catch your name.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you so much, [PII]. So no pre-op is needed. The plan is effective. If you need the effective date, it's [PII].
[CUSTOMER][NEUTRAL] Get 22 and no offs required. Do you have reference numbers for your calls?
[AGENT][NEUTRAL] Call references name with my last initial and then today's date my last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you very much for your help. You have a nice rest of your week.
[AGENT][POSITIVE] You're welcome. You too, bye bye.