AccountId: 011433970860
ContactId: 8bcadbc4-b827-435e-a088-767e35c398d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219160 ms
Total Talk Time (AGENT): 17295 ms
Total Talk Time (CUSTOMER): 44363 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/8bcadbc4-b827-435e-a088-767e35c398d6_20250522T22:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi, I have a few questions for my insurance policy. Um, my company changed companies and you guys are the new ones to provide uh health insurance for us. Um, I had, uh, can I give you my information so you can pull it out and go from there?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Were you just, uh, your questions about like coverage and your benefits and things like that?
[CUSTOMER][NEUTRAL] Well, yeah, and also I wanna see if, cause I was referred to a uh urologist here in [PII] and I wanted to know how that works cause uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] They already called me and told me that you guys have some issues with my claim because I did go to the, to the doctor last Saturday.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so we can, OK, so yes, we can check the uh your coverage and then we can go ahead and double check that claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm, uh, waiting for, you want me to give you my info.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, are you there? I cannot hear you.
[CUSTOMER][NEUTRAL] Hello?