AccountId: 011433970860
ContactId: 415a3c4c-3127-498e-8288-ab1b129aef4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185759 ms
Total Talk Time (AGENT): 34085 ms
Total Talk Time (CUSTOMER): 77916 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/415a3c4c-3127-498e-8288-ab1b129aef4f_20250623T17:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. Uh, I was calling, uh, I, I don't know if I'm calling the right place or the right.
[CUSTOMER][NEUTRAL] Department, but I, I have insurance with you guys and I am a diabetic, right? So, I wanted to see if my insurance, if I would go to the doctor.
[CUSTOMER][NEUTRAL] And I don't know if you've ever seen those people that have that little patch on their arm where they could monitor the blood blood sugar.
[CUSTOMER][NEUTRAL] I wanted to, I wanted to go to the doctor and see if I could get that prescribed and the insurance would cover it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see, uh, I have a
[CUSTOMER][NEUTRAL] Member number?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, the member number is, oh man, let me get the other one to do some pretty.
[CUSTOMER][NEGATIVE] Not good.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's 02.
[CUSTOMER][NEUTRAL] 35
[CUSTOMER][NEUTRAL] 6257.
[AGENT][NEUTRAL] OK, could I get your first and last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And could you verify your date of birth for me, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then what is your address and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII] and my email is [PII].
[AGENT][NEUTRAL] OK and then do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like um this policy is through web TPA.
[AGENT][NEUTRAL] Um, so they would have the information on what type of benefits is under this policy. Do you want me to transfer you over there?
[CUSTOMER][POSITIVE] Yes ma'am, please.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you for calling about HughesNett satellite Internet. If you are
[CUSTOMER][NEUTRAL] Welcome to Web TPA.