AccountId: 011433970860
ContactId: cffdcb15-e521-4177-8a08-057fea467409
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81209 ms
Total Talk Time (AGENT): 21936 ms
Total Talk Time (CUSTOMER): 31069 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/2025/05/27/cffdcb15-e521-4177-8a08-057fea467409_20250527T15:41_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with Saint Francis Hospital, and I have a patient coming in for a procedure, and I'm trying to see if authorization is required.
[AGENT][NEUTRAL] Um, none of our policies require prior offices.
[CUSTOMER][NEUTRAL] OK, got you, um, would you also be able to check to make sure they're active?
[AGENT][NEUTRAL] Yes, what's the policy number?
[CUSTOMER][NEUTRAL] Um, I've got, uh, 02566520.
[AGENT][NEUTRAL] And do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Uh, yes, so this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] OK perfect and then do you have a call reference?
[AGENT][NEUTRAL] Uh, it's just my name, [PII] and today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] I should be good.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.