AccountId: 011433970860
ContactId: 414d6e4d-9dba-4253-958e-960cc6d9e5d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 52000 ms
Total Talk Time (AGENT): 24742 ms
Total Talk Time (CUSTOMER): 18259 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/414d6e4d-9dba-4253-958e-960cc6d9e5d6_20250421T16:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my, uh, uh, my name is [PII], and I, I've got y'all's insurance through my company and I'm trying to get my, get some glasses and it says that I have visual, but I can't find that little card.
[AGENT][NEUTRAL] Sure, OK, [PII], I can go ahead and tell you now, uh, we do not offer vision, uh, coverage we offer uh dental and other kinds of supplemental coverages, uh, however, uh, vision is not one of them, so I would recommend getting with your um employer to see who that might be through.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right thank you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.