AccountId: 011433970860
ContactId: 4ebe574c-0365-4c90-bc7c-1c10f4e0fad0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 35470 ms
Total Talk Time (AGENT): 9862 ms
Total Talk Time (CUSTOMER): 17874 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/4ebe574c-0365-4c90-bc7c-1c10f4e0fad0_20250423T14:34_UTC.wav
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[CUSTOMER][NEUTRAL] I'm just on hold, gotta go.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from University Orthopedics in [PII]. Um, I wanted to check to see if a patient needs an authorization for a surgery, please.
[AGENT][NEUTRAL] Um, none of our policies require prior of.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Is there anything else I can help with?
[CUSTOMER][NEUTRAL] No, that's it. Your your name?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.