AccountId: 011433970860
ContactId: 2d30f028-0d4e-4a74-9d7f-d4a410b34d83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83190 ms
Total Talk Time (AGENT): 18839 ms
Total Talk Time (CUSTOMER): 25696 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/2d30f028-0d4e-4a74-9d7f-d4a410b34d83_20250516T18:46_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling because I have a colonoscopy scheduled and my primary insurance doesn't cover it at 100%, so I wanted to make sure that the remaining balance will be covered by my supplement APL.
[AGENT][NEUTRAL] Yeah, OK, so I could take a look at that policy and um we'll take a look at those benefits, make sure that that's something that's going to be covered, um.
[AGENT][NEUTRAL] Let's see, so you, your primary is paying some of it though, correct? It's not that they won't pay it at all?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right, they're paying it, but after they pay it, there's a balance of 2000 that's left over.
[AGENT][POSITIVE] Got you. OK, perfect.
[CUSTOMER][NEUTRAL] Did I lose you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello? Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Right