AccountId: 011433970860
ContactId: 639ce08e-fbab-4b4c-92a0-a8c2a9ced25a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 29500 ms
Total Talk Time (AGENT): 11141 ms
Total Talk Time (CUSTOMER): 8719 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/639ce08e-fbab-4b4c-92a0-a8c2a9ced25a_20250325T21:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to check to see if an authorization is required for a patient.
[AGENT][NEUTRAL] Uh, we don't require a prior off for any of our, uh, services.
[CUSTOMER][NEUTRAL] OK, and what is your name?
[AGENT][NEUTRAL] [PII] and last initial is [PII].
[CUSTOMER][NEUTRAL] OK, you said [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.