AccountId: 011433970860
ContactId: 7a353a4b-db81-46e2-8704-4f5f82a3b9ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 37830 ms
Total Talk Time (AGENT): 2670 ms
Total Talk Time (CUSTOMER): 17690 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/7a353a4b-db81-46e2-8704-4f5f82a3b9ec_20250505T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, um, I am at a provider's office, and we're wanting to do labs on a person that has insurance through you, but we're not sure if it's best to do them here or send them to the hospital and when we try to look it up online, it doesn't really give us any options or advice.
[CUSTOMER][NEUTRAL] Hello?