AccountId: 011433970860
ContactId: d847faa3-8ec5-4345-a512-27b0c2df4988
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112900 ms
Total Talk Time (AGENT): 35986 ms
Total Talk Time (CUSTOMER): 38340 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/d847faa3-8ec5-4345-a512-27b0c2df4988_20250618T19:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and I'm calling with Integer's Authorizations.
[CUSTOMER][NEUTRAL] And I was calling to see if a CPT code required any type of authorization.
[AGENT][NEUTRAL] OK, may I have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 02112911
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And thank you so much [PII] for verifying the policy. You're calling in to see if authorization is required for our policies. No op is required.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today? Go ahead.
[CUSTOMER][NEUTRAL] So is there.
[CUSTOMER][NEUTRAL] Oh no I was just gonna see if there was a call reference number if you guys generated anything like that at all.
[AGENT][NEUTRAL] The call reference we just use our first name.
[AGENT][NEUTRAL] Last initial of [PII] in today's date. Go ahead.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Sorry, I have a delay on my phone. I was just gonna see, how do you spell your first name?
[AGENT][NEUTRAL] It is spelled [PII]
[CUSTOMER][POSITIVE] Awesome thank you very much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you bye.