AccountId: 011433970860
ContactId: 345d7ae5-8a39-4d19-a61e-47be7ba16f5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 40669 ms
Total Talk Time (AGENT): 21738 ms
Total Talk Time (CUSTOMER): 15230 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/345d7ae5-8a39-4d19-a61e-47be7ba16f5a_20250519T19:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes sir, I just had a quick question about my coverage.
[AGENT][NEUTRAL] OK, how can I help?
[CUSTOMER][NEUTRAL] I wanted to see if it was covered through dental and vision, and if not, I want to see how much more it would be to add vision to it.
[AGENT][NEUTRAL] OK, we only offer dental, um, we don't offer vision. So, uh, whoever you have your insurance through, if it's through your employer, you would just wanna contact them to see who they use for vision.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got you.
[AGENT][POSITIVE] All right. You're welcome.
[CUSTOMER][POSITIVE] All right, thank you.