AccountId: 011433970860
ContactId: 14ba8b14-4ec0-49e8-a279-f08023ce976e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 61200 ms
Total Talk Time (AGENT): 22861 ms
Total Talk Time (CUSTOMER): 34358 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/14ba8b14-4ec0-49e8-a279-f08023ce976e_20250402T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. My name is [PII]. How are you doing?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] Everything good. Um, what happened is that maybe you can, uh, help me with this. I have a question. If, uh, um, if I have to go to the urgent care, do you guys cover the co-payment that I have? Or, or just any?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] We can definitely
[AGENT][NEUTRAL] Sure, we can get your policy pulled up and verify uh what kind of policy that is. Uh, most do cover urgent care visits, um, but we'll go ahead and get that pulled up and just make sure. I'm so sorry, I kind of cut out there at the beginning. What did you say your name was?
[CUSTOMER][NEUTRAL] True.
[CUSTOMER][NEUTRAL] [PII], I can spell it for you. It's [PII]
[AGENT][NEUTRAL] Uh-huh.