AccountId: 011433970860
ContactId: 64ab7499-342a-4b05-8830-8c174779371b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 31170 ms
Total Talk Time (AGENT): 15011 ms
Total Talk Time (CUSTOMER): 9053 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/64ab7499-342a-4b05-8830-8c174779371b_20250205T16:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I'm calling to see if an authorization is required for a member.
[AGENT][NEUTRAL] Uh, no pres or pre-authorizations are required on any of our policies.
[CUSTOMER][NEUTRAL] And then do you give out reference numbers?
[AGENT][NEUTRAL] We do not, but you can use my name in today's date. My last initial is [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mm bye.