AccountId: 011433970860
ContactId: 4c13ced8-dcca-45c7-8f5d-b0fd6b0772ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 35290 ms
Total Talk Time (AGENT): 14881 ms
Total Talk Time (CUSTOMER): 15630 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=4.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/4c13ced8-dcca-45c7-8f5d-b0fd6b0772ab_20250417T18:43_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], my name is [PII]. Uh, last initial [PII]. I could do you guys do prior authorizations?
[AGENT][NEUTRAL] Um, you can send them. They're not necessary or required from any of our plans. Hmm.
[CUSTOMER][NEUTRAL] Oh, they're not required.
[CUSTOMER][POSITIVE] Oh, that, that makes my life easy.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] That is all I needed. Thank you so much.
[AGENT][POSITIVE] Oh, no worries, [PII]. I hope you have a good rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye-bye.