AccountId: 011433970860
ContactId: cc6d27f8-9285-4ccf-8d76-d4ee361bb0d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 40549 ms
Total Talk Time (AGENT): 20601 ms
Total Talk Time (CUSTOMER): 15521 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/cc6d27f8-9285-4ccf-8d76-d4ee361bb0d3_20250313T16:25_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], initial [PII]. I'm just calling to see if you guys are, uh, if our office required for you guys as a secondary insurance.
[AGENT][NEUTRAL] Oh, OK. No, um, none of our APL policies require um prior authorization or pre-cert. Sorry, I lost my train of thought. I'm sorry.
[CUSTOMER][NEUTRAL] Uh, no worries. OK, in that case, can I just get the initial of your last name and a call reference?
[AGENT][NEUTRAL] Sure, it's [PII] and there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] Awesome thank you have a good one.
[AGENT][POSITIVE] You're welcome. So you also, and thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.