AccountId: 011433970860
ContactId: 5a7e2647-cdb2-4f85-839e-ed372f1c0099
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97959 ms
Total Talk Time (AGENT): 40582 ms
Total Talk Time (CUSTOMER): 39757 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/5a7e2647-cdb2-4f85-839e-ed372f1c0099_20250509T16:01_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] They aren't gonna cover it.
[CUSTOMER][NEUTRAL] Uh, yes, um, we were just wondering if our plan covers marriage counseling at all. Some do and some don't. We just didn't know.
[AGENT][POSITIVE] OK, I can check for you. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. My phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Right, OK, do you have the policy number with you, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, uh 02594569.
[AGENT][NEUTRAL] OK. And for security, may I have your date of birth and mailing address on file?
[CUSTOMER][NEUTRAL] Uh do you need, it's my husband's insurance. Do you need his or mine?
[AGENT][NEUTRAL] Mm. Yes, um, I have your information. It's OK.
[CUSTOMER][NEUTRAL] OK, uh, you want my birthday, is that what you said?
[AGENT][NEUTRAL] Yes, your birthday.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the mailing address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, Ms. All right, so you have a hospital indemnity plan. Um, no, this one is a limited plan and no marriage counseling is not covered under this policy.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you.