AccountId: 011433970860
ContactId: 12d7d16a-0826-4b39-85cc-b1ccc96bd351
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 49779 ms
Total Talk Time (AGENT): 17948 ms
Total Talk Time (CUSTOMER): 17292 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/12d7d16a-0826-4b39-85cc-b1ccc96bd351_20250123T20:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] May I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling to verify if um the insurance requires an authorization um for the service.
[AGENT][NEUTRAL] OK, I can help you with authorization. Um, can you please give me the insureds.
[AGENT][NEUTRAL] You call back number.
[CUSTOMER][NEUTRAL] Um, I'm sorry, the line is breaking in and out. Um, what's your question, question.
[AGENT][NEUTRAL] What is your name and your call back number?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh right, my name is [PII] as well as.
[AGENT][NEUTRAL] Hello, what is your name and your call back?
[AGENT][NEUTRAL] OK