AccountId: 011433970860
ContactId: da81fa38-3401-4f90-a470-df8e5471f193
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109269 ms
Total Talk Time (AGENT): 53339 ms
Total Talk Time (CUSTOMER): 44128 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/da81fa38-3401-4f90-a470-df8e5471f193_20250430T17:50_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm just calling to see if you all require authorization for imaging.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, sure, I can assist you with that information, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01871927
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] All right. And let's see. So this is one of our secondary supplemental plans to the major medical, so authorization is not gonna be required.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright, just wanted to double check. Alright, and you said your name is what, what was your name again?
[AGENT][NEUTRAL] OK. Is there anything else?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK, is it a reference number or just your name?
[AGENT][NEUTRAL] Just my name and today's date. Yeah, we don't have reference numbers. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Alright, that's all I need to verify. No, ma'am.
[AGENT][POSITIVE] All right, well thank you for calling APL. You have a good afternoon, OK?
[CUSTOMER][POSITIVE] You too you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.