AccountId: 011433970860
ContactId: 9e60aa83-5ce3-4643-ac6f-35d7d02c3296
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110150 ms
Total Talk Time (AGENT): 38091 ms
Total Talk Time (CUSTOMER): 56559 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/9e60aa83-5ce3-4643-ac6f-35d7d02c3296_20250127T17:44_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, how are you? Um, I'm calling cause we currently have APL, but I was thinking of purchasing it for my son or daughter. And I wanted to ask you, do you guys cover any out of pocket? I know you do the deductible for me, but I don't know if you do out of pocket or RX uh medicine.
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] Right, OK, so our policies, we do not sell individual policies.
[AGENT][NEUTRAL] Our policies are only, you can only get those through your employer, through the group employer.
[CUSTOMER][NEUTRAL] OK, but if I wanted to add them, I just wanna make sure those things are covered.
[AGENT][NEUTRAL] OK, can I get your name and your callback number, please?
[CUSTOMER][NEUTRAL] Why?
[AGENT][NEUTRAL] So I can look up your policy?
[CUSTOMER][NEUTRAL] Well, in general,
[CUSTOMER][NEUTRAL] That's a general question.
[CUSTOMER][NEUTRAL] I have an employer. My kids are are in different insurance than the employers, but we can add the APL through the through the employer. But do you cover those things? Do you cover all insurance or you only do certain insurance or you only cover the insurance that is directly by the employer?
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] We cover our insurance, but depending on what your policy is and what type of plan you have, it'll depend on what type of benefits that the policy covers.
[CUSTOMER][NEUTRAL] OK, so, and you don't, you only covered through insurance through companies, OK.
[AGENT][POSITIVE] Correct.