AccountId: 011433970860
ContactId: 0324d9cd-885b-49c3-a66a-e504742ceaf5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 32630 ms
Total Talk Time (AGENT): 10869 ms
Total Talk Time (CUSTOMER): 24158 ms
Interruptions: 1
Overall Sentiment: AGENT=4.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/0324d9cd-885b-49c3-a66a-e504742ceaf5_20250127T17:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I'm just verify the email address to send in one of these authorizations to protect health information forms.
[CUSTOMER][NEUTRAL] Um, they told me [PII], is that correct?
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. All right. I was just double checking because I know it's APL and I was just double checking. OK. All right. Thank you much. OK, have a good day. All right, bye-bye.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're right.
[AGENT][POSITIVE] You're welcome. You too. Thanks for calling APL. Bye-bye.