AccountId: 011433970860
ContactId: 99e61c5a-1aba-44f4-bdaa-bc007ba1f042
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146330 ms
Total Talk Time (AGENT): 67387 ms
Total Talk Time (CUSTOMER): 41651 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/99e61c5a-1aba-44f4-bdaa-bc007ba1f042_20250523T14:37_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, sir. I had a question about your VIP standard medical insurance.
[AGENT][NEUTRAL] OK, uh, what's your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK. And what's your policy number?
[CUSTOMER][NEUTRAL] Um, I don't have one. I actually just signed up for benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Um, I was just wondering if it covers, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Oh sorry, I, I think there's a lag so I was calling while you or I was talking while you were talking. I apologize.
[CUSTOMER][NEUTRAL] Oh, I was just wondering if it covers.
[CUSTOMER][NEUTRAL] Oh, you're fine. Um, I was just calling to find out if it covers, um, prenatal visits and childbirth.
[AGENT][NEUTRAL] Which plan are you looking at?
[CUSTOMER][NEUTRAL] VIP standard.
[AGENT][NEUTRAL] OK, and are you getting that through your employer?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it depends on what your employer chose because we have so many different options. It depends on which one. So if I knew, if I have your policy number, I can look that up. It, it depends on what your, your employer chose through us, so you might need to call your employers, um, whoever deals with your insurance through your employer, so I would assume that's your human resources.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because it depends on which plan they picked.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we, we don't call it um the gold standard name so it's what they pick, OK?
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I apologize for that. OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] That's all right. All right, have a good day.
[AGENT][POSITIVE] Alright you too thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] OK.