AccountId: 011433970860
ContactId: 82012292-af1a-4d15-873f-e82b58bf0b50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151149 ms
Total Talk Time (AGENT): 20680 ms
Total Talk Time (CUSTOMER): 47668 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/82012292-af1a-4d15-873f-e82b58bf0b50_20250408T14:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Uh, yeah, uh, I recently signed up with you guys through Wilson or actually Will lease.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm trying to find out what it's actually covered. I got this one little, this one envelope, and it really doesn't tell me anything about prescriptions.
[AGENT][NEUTRAL] Sure, OK, OK, so we're just needing to check benefits, uh, in particular, well, we need to look at prescription benefits, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, sure, um, and so you did not receive a copy of your policy, is that right?
[CUSTOMER][NEUTRAL] Uh, no, all I got was this little package here that says, uh, group issue.
[CUSTOMER][NEUTRAL] Uh, APL American Life expanding the benefits horizon. That's all I've gotten so far. I haven't seen cards. I haven't seen anything.
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Sure, OK, we can get your policy pulled up, of course I'll.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] They hung up on me.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I have no idea where they're at.
[CUSTOMER][NEGATIVE] Starting to think this is a freaking scam.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEGATIVE] It's still connected, but I don't know who the hell I'm talking to.
[CUSTOMER][NEUTRAL] But you would have said that.
[CUSTOMER][NEUTRAL] She just went dead in mid-sentence.