AccountId: 011433970860
ContactId: 144a0bba-dd93-4cd1-a4c0-8559cdcef74e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 33799 ms
Total Talk Time (AGENT): 14070 ms
Total Talk Time (CUSTOMER): 15009 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/144a0bba-dd93-4cd1-a4c0-8559cdcef74e_20250609T19:15_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], and I'm calling to see if an outpatient surgery requires prior authorization, please.
[AGENT][NEUTRAL] OK, [PII], um, all of our plans are secondary or supplemental, so there's no prior off required.
[CUSTOMER][POSITIVE] OK, terrific. And then is there a call reference number, [PII]?
[AGENT][NEUTRAL] Uh, just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Terrific. Thanks so much. Have a great rest of your day.
[AGENT][POSITIVE] Thank you, you too. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye, bye.