AccountId: 011433970860
ContactId: 0e97afca-61de-43e5-855f-f5b5de86c42a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 47520 ms
Total Talk Time (AGENT): 16391 ms
Total Talk Time (CUSTOMER): 21957 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/0e97afca-61de-43e5-855f-f5b5de86c42a_20250527T18:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from [PII]. I just need to check prior authorization requirement for a member. Could you help me the same, please?
[AGENT][NEUTRAL] Uh, yes, um, so none of our policies require prior authorization.
[CUSTOMER][NEUTRAL] OK. So no prior alteration is required for any of the procedure, right?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, could you help me with your first name and last name initial and the call reference number?
[AGENT][NEUTRAL] Uh, first name is [PII]. Uh, first initial to last name is [PII], and then my name and today's date is the call reference.
[CUSTOMER][POSITIVE] Thank you so much for the information. Have a great day. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.