AccountId: 011433970860
ContactId: e3cfe8c4-72ce-416a-aa12-80d4b786fed4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92370 ms
Total Talk Time (AGENT): 31010 ms
Total Talk Time (CUSTOMER): 43376 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/e3cfe8c4-72ce-416a-aa12-80d4b786fed4_20250331T16:57_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I'd like to start a hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] So I'd like to start a uh retro authorization for a CAT scan done on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, we don't require authorizations for any of our services.
[CUSTOMER][POSITIVE] For any of the um I'm sorry uh make sure I have the right one here.
[CUSTOMER][NEGATIVE] For no no American public life.
[AGENT][NEUTRAL] Correct, yeah, we, yeah, yeah, there's no, this is supplemental and secondary, so.
[CUSTOMER][NEUTRAL] CT scans under the insurance, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I think he has you as their primary if that makes any difference.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, we're not a major medical. We don't offer any major medical policies, so do you have, you have, OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Let me just get one thing real quick here, uh.
[CUSTOMER][NEUTRAL] What was your first name?
[AGENT][NEUTRAL] Uh first name is [PII], last initial [PII].
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alrighty, alright thanks that's all I needed.
[AGENT][POSITIVE] OK, thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye.