AccountId: 011433970860
ContactId: 314621f8-c6da-4de1-9dbf-6b3bbb0a5116
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224100 ms
Total Talk Time (AGENT): 19153 ms
Total Talk Time (CUSTOMER): 26624 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/314621f8-c6da-4de1-9dbf-6b3bbb0a5116_20250505T21:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] and I needed, I was like, I wanna ask a question. I recently had a surgery and I don't know if um
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEGATIVE] Get any benefits from this cause I, out of pocket, I had to pay $4000.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Yeah, so you're just wanting to check to see if the, the surgery that you had it was a covered benefit under your policy?
[CUSTOMER][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] OK, I could take a look at that for sure. um, let's see, [PII], can I first get, uh, what did you say your last name was? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.