AccountId: 011433970860
ContactId: a1971d3b-ac45-4fba-9f75-1771047ac9ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 53000 ms
Total Talk Time (AGENT): 20268 ms
Total Talk Time (CUSTOMER): 28231 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/a1971d3b-ac45-4fba-9f75-1771047ac9ad_20250505T17:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], um, in Medlink. I have group number 80112.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For [PII] worldwide, um, so the lady is calling she only speaks Spanish, um, that's why I'm calling, and she wants to know why the invoice is higher this month, um, but Mr. [PII] is not there. Are we able to speak to her even though she's not.
[AGENT][NEUTRAL] If she's not, if she's not the contact on file and there's not a note giving us authorization to speak with her, then no, we cannot give her any information. [PII] would have to um.
[CUSTOMER][NEUTRAL] Listed as a contact.
[AGENT][NEUTRAL] Give us authorization to speak with her.
[CUSTOMER][POSITIVE] OK, OK, that's what I needed to know, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye.