AccountId: 011433970860
ContactId: 91bef784-4cb8-4b28-adfe-771601fd40ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136839 ms
Total Talk Time (AGENT): 41173 ms
Total Talk Time (CUSTOMER): 38303 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/91bef784-4cb8-4b28-adfe-771601fd40ab_20250502T16:38_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm wondering if um urgent care is included in my insurance.
[AGENT][NEUTRAL] OK, I can help you with your benefits. Um, do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, uh, is that the policy certificate number?
[AGENT][NEUTRAL] Yes, that's it.
[CUSTOMER][NEUTRAL] OK, it's 02586.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] 283
[AGENT][NEUTRAL] OK. And could I get your name and date of birth?
[CUSTOMER][NEUTRAL] Sure, [PII], and it's [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] OK, thank you
[AGENT][NEUTRAL] Um, just need two more pieces of information. Um, can I get your address and your email address?
[CUSTOMER][NEUTRAL] Sure, [PII]
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, sorry, [PII].
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] And then email is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me see what's covered under here. Um, anything I quote is not a guarantee of payment. It's a basic outline of your policy.
[AGENT][NEUTRAL] And you said urgent care, is that right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so it looks like.
[AGENT][NEUTRAL] There is a benefit of $75 and that's the maximum payout.
[AGENT][NEUTRAL] And you get that 5 times per year.
[CUSTOMER][NEUTRAL] So you guys cover $75.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Thanks a lot.
[AGENT][POSITIVE] Thanks for calling