AccountId: 011433970860
ContactId: c480e410-1603-4029-87d7-e9bbb535da50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 51119 ms
Total Talk Time (AGENT): 11179 ms
Total Talk Time (CUSTOMER): 28001 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/2025/02/11/c480e410-1603-4029-87d7-e9bbb535da50_20250211T20:49_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, very good afternoon. I would like to inform you that this call has been recorded for quality and training purpose. My name is [PII]. Last name initial as [PII], calling from Naira facility.
[AGENT][NEUTRAL] OK. And how may I assist you today?
[CUSTOMER][NEUTRAL] Uh, I want to, uh, check if the facility where I'm calling from is in network or out of network. And also I want to check the authorization requirements for genetic testing.
[AGENT][NEUTRAL] OK, and I apologize, your name is again?
[CUSTOMER][NEUTRAL] Uh, it's spelled as [PII].
[AGENT][NEUTRAL] OK, and what is the policy number you're inquiring about, please?
[CUSTOMER][NEUTRAL] Just a moment.