AccountId: 011433970860
ContactId: 256f8835-9def-4e7b-b647-27e2bd2854b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166589 ms
Total Talk Time (AGENT): 33355 ms
Total Talk Time (CUSTOMER): 48447 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/256f8835-9def-4e7b-b647-27e2bd2854b3_20250616T21:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Oh my gosh, [PII]. Hi [PII]. Hi, this is [PII], and uh you. How are you this afternoon?
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] I'm good what about you?
[CUSTOMER][NEUTRAL] OK, so I have a question for you. I have a
[CUSTOMER][NEUTRAL] I'm good. I'm sorry, [PII]. Um, I have insured on the line with the question. I think I know the answer to, but I just wanted to, um, ask, so, um, the policy number is 2584605.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, Mr. [PII], he wants to know, um.
[CUSTOMER][NEGATIVE] Are immunizations covered. They are not correct.
[CUSTOMER][NEUTRAL] This is for college. His, his daughter is going to college.
[AGENT][NEUTRAL] OK, alright, give me one second to pull this policy up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Come on, baby.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] The computer slow.
[CUSTOMER][NEUTRAL] M is low.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It doesn't say whether it is or it's not.
[AGENT][NEUTRAL] But I'm guessing if it's
[AGENT][NEUTRAL] It has to be due to a sickness or injury.
[AGENT][NEUTRAL] Um, in order to cover, yeah.
[CUSTOMER][NEUTRAL] Mhm. I did tell him that.
[AGENT][NEUTRAL] And so, uh, if the, if the immunizations are not due to a sickness or injury, then they would not be covered.
[AGENT][NEUTRAL] So just a preventative measure, I would say no.
[CUSTOMER][NEUTRAL] OK, alright, I'll just reiterate that again.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, alright, thank you, [PII].
[AGENT][POSITIVE] All right, no problem.
[AGENT][NEUTRAL] OK bye bye.
[CUSTOMER][NEUTRAL] OK bye bye.