AccountId: 011433970860
ContactId: 2ec51542-2bf8-4e61-b447-20eee8b84561
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 26579 ms
Total Talk Time (AGENT): 9088 ms
Total Talk Time (CUSTOMER): 11289 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/2ec51542-2bf8-4e61-b447-20eee8b84561_20250610T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from UCSF neurosurgery. I just needed to initiate an authorization for outpatient surgery.
[AGENT][NEUTRAL] Um, all of our plans are secondary or supplemental, and we don't require prior off.
[CUSTOMER][NEUTRAL] Oh, OK, um, and what was your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.