AccountId: 011433970860
ContactId: 81495cdd-8434-4212-b961-f5b12e030627
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 52740 ms
Total Talk Time (AGENT): 15460 ms
Total Talk Time (CUSTOMER): 24700 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/81495cdd-8434-4212-b961-f5b12e030627_20250611T15:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, hi. Good morning. My name is [PII]. My initial is [PII] and I'm calling from the doctor's office. I'm calling to check if authorization is required for a patient.
[AGENT][NEUTRAL] OK, [PII], um, all of our plans are secondary or supplemental, so no off is required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So no authorization is required.
[CUSTOMER][NEUTRAL] Uh, may I have the initial of your last name, please?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And do I have any reference number for this call?
[AGENT][NEUTRAL] Uh, just my name, [PII] and today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you, appreciate it.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you