AccountId: 011433970860
ContactId: 2801db79-61fd-432e-9e44-62fef427c5c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86930 ms
Total Talk Time (AGENT): 13210 ms
Total Talk Time (CUSTOMER): 50756 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/2025/02/28/2801db79-61fd-432e-9e44-62fef427c5c9_20250228T15:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is uh [PII]. I'm a broker and uh we offer APL. Uh, can you tell me if your durable medical equipment writer, uh, would cover things like hearing aids? I did verify with the group plan, uh, that the company's covered on the group plan would cover it under durable medical equipment, so I just wanna make sure APL would as well.
[AGENT][NEUTRAL] OK, so the coverage that this particular group has, we're needing to see if their current DME coverage covers hearing aids, is that right?
[CUSTOMER][NEUTRAL] Correct, well, they don't currently have the writer they don't currently have the writer, but they are thinking of adding the writer, and I said, well, I don't know if that would be covered or not. I mean I could check into it so you know, I don't know how broad that writer coverage is with APL that's why I'm asking.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Hello? Oh, did I lose you?
[CUSTOMER][NEUTRAL] Hello, hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, hello.
[CUSTOMER][NEUTRAL] Hello?