AccountId: 011433970860
ContactId: 355ec77c-088c-4077-a39f-2bf4088f9149
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 39770 ms
Total Talk Time (AGENT): 16956 ms
Total Talk Time (CUSTOMER): 19138 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/2025/01/09/355ec77c-088c-4077-a39f-2bf4088f9149_20250109T17:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi. Um, I just came from the hospital to get some labs done, and they don't know if you guys will cover 3. I just wanted to call and see if you guys would.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you, you had gone to the hospital, you had labs done, um, I'm sorry, they said that they don't know if we would cover what was it?
[CUSTOMER][NEUTRAL] Um, there's 3 labs. I haven't got them done yet, but they told me to call before I get them done.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I see, OK, yeah, we could take a look at your policy. Um, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII].