AccountId: 011433970860
ContactId: 5beb4391-b77e-4164-a6a7-c67b5719494a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69519 ms
Total Talk Time (AGENT): 19872 ms
Total Talk Time (CUSTOMER): 27471 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/5beb4391-b77e-4164-a6a7-c67b5719494a_20250515T17:25_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, I'm calling about, uh, um, filing a claim. I don't know how to do it. Um, this is for.
[CUSTOMER][NEUTRAL] A test that I had for bone density and there was um.
[CUSTOMER][NEUTRAL] A payment that it was not covered by the insurance.
[CUSTOMER][NEUTRAL] So I'm kind of wondering how to file.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, um, I can get your policy pulled up and we'll take a look at what kind of policy that is um if it is your secondary medical, I can tell you that your primary would have to pay for that policy to be able to, um, but we can go ahead and get that.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?