AccountId: 011433970860
ContactId: ed3093e8-57dd-451d-8716-43b7a953726e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122940 ms
Total Talk Time (AGENT): 47672 ms
Total Talk Time (CUSTOMER): 34941 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/ed3093e8-57dd-451d-8716-43b7a953726e_20250506T20:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling to initiate off for a patient if it's required.
[AGENT][NEUTRAL] OK, I can help you with authorization, Ms. [PII]. Can you please give me your callback number, ma'am, just in case the call gets disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] MD Anderson Cancer Center.
[AGENT][NEUTRAL] Thank you. And may I please have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and policy number 726688.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And no pre-authorization is required.
[CUSTOMER][NEUTRAL] Oh, for not any codes.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, OK, great, thank you. Is there a call reference or it's just your name?
[AGENT][NEUTRAL] You're so
[AGENT][NEUTRAL] It's my name and today's date.
[CUSTOMER][NEUTRAL] And your last name initial?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] OK, thank you. Have a good day bye bye.
[AGENT][POSITIVE] You too Miss [PII] you have a good day and thank you for calling APL bye bye ma'am.
[CUSTOMER][NEUTRAL] Mhm.