AccountId: 011433970860
ContactId: fa7e338c-d8c3-4bf0-807f-b0f78aa286bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 47509 ms
Total Talk Time (AGENT): 26259 ms
Total Talk Time (CUSTOMER): 15161 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/fa7e338c-d8c3-4bf0-807f-b0f78aa286bb_20250613T13:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII]. I'm with the provider's office. I need to see if prior authorization is required for um procedure.
[AGENT][NEUTRAL] Prior author is not required for these plans?
[CUSTOMER][NEUTRAL] Any of them?
[AGENT][NEUTRAL] No, ma'am. No policies required prior art.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and can I get a reference number or anything?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[AGENT][POSITIVE] [PII], you're so welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No ma'am appreciate you have a good weekend.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. You have a great weekend as well. Bye-bye.