AccountId: 011433970860
ContactId: 4601011f-6042-4d45-b679-d84761377f3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 35650 ms
Total Talk Time (AGENT): 14220 ms
Total Talk Time (CUSTOMER): 23512 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/2025/04/21/4601011f-6042-4d45-b679-d84761377f3c_20250421T19:25_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, did you say [PII] or [PII]?
[AGENT][NEUTRAL] Sorry, [PII].
[CUSTOMER][NEUTRAL] [PII], I have a cousin named [PII], so that's just that's why I heard that um, uh, I just have a question. Do you guys, uh, require authorization for exams for outpatient?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] We do not, no, we do not require authorization.
[CUSTOMER][NEUTRAL] OK, I kind of didn't think so just by how the card looked um, OK, that's all I needed thank you so much.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright, you're welcome thanks for calling APL.
[CUSTOMER][POSITIVE] You too have a good day bye bye.
[AGENT][POSITIVE] All right you too bye.