AccountId: 011433970860
ContactId: 0ae2ff17-dcc3-43cd-9ea8-ab788b99a525
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66379 ms
Total Talk Time (AGENT): 14441 ms
Total Talk Time (CUSTOMER): 45739 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/0ae2ff17-dcc3-43cd-9ea8-ab788b99a525_20250409T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good afternoon. Um, I'm calling because I, uh, my wife went to the, uh, a gynecologist, uh, soon, and we were charged for the co-payment. The institution here called yesterday to APL and they were informed that the APL was not covering for co-payments.
[CUSTOMER][NEUTRAL] So we had to pay it upfront. Um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I have a question. Isn't APL covering all co-payments, deductibles, and so forth?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it does depend on the member plan. Uh, do you have your policy number? I can check?
[CUSTOMER][NEUTRAL] Yes, I do. Give me a few seconds. Oh,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, can I call you later? I have to leave right now. I'm sorry.
[AGENT][POSITIVE] Yeah, absolutely. No problem. Take care.