AccountId: 011433970860
ContactId: 27d6e632-35a0-4496-bfcb-9c12d24a6545
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 53389 ms
Total Talk Time (AGENT): 20810 ms
Total Talk Time (CUSTOMER): 17208 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/27d6e632-35a0-4496-bfcb-9c12d24a6545_20250417T14:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] and uh I'm calling to see if I'll be covered. I gotta go go to a doctor's appointment at [PII]. I'm trying to see if I'll be covered for it.
[AGENT][NEUTRAL] OK, I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and we were just needing to check uh your benefits regarding, uh, was it just a regular uh office visit?
[CUSTOMER][NEUTRAL] Uh yes, ma'am, it is.
[AGENT][NEUTRAL] OK, like a checkup, a wellness exam?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, we can get that policy pulled up and take a look, make sure that that is covered and how much uh that would pay.
[CUSTOMER][NEUTRAL] And I do have my uh daughter's number I got to go see and her identification number. Can I give that to you as well?