AccountId: 011433970860
ContactId: 8057b420-8573-490a-b6ff-2ccf43453e2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 20520 ms
Total Talk Time (AGENT): 9021 ms
Total Talk Time (CUSTOMER): 7231 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/8057b420-8573-490a-b6ff-2ccf43453e2f_20250605T13:38_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need to see if prior authorizations required.
[AGENT][NEUTRAL] Um, all of our plans are secondary or supplemental, so no prior offs required.
[CUSTOMER][NEUTRAL] No PA required alright.
[CUSTOMER][POSITIVE] That sounds good thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.