AccountId: 011433970860
ContactId: a49282b3-c23b-468e-8b53-6132df7f4198
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158770 ms
Total Talk Time (AGENT): 25112 ms
Total Talk Time (CUSTOMER): 26308 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/a49282b3-c23b-468e-8b53-6132df7f4198_20250530T19:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I had a question about
[CUSTOMER][NEUTRAL] I guess providers it would be.
[CUSTOMER][NEUTRAL] In network so that my son can be taken to the doctors.
[AGENT][NEUTRAL] OK, so you're just needing to see um find a provider, is that right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yeah, we can take a look at your policy, what kind of, uh, which kind of policy that is um I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII], um, but the policy is under their father's name.
[AGENT][NEUTRAL] OK, and this was for you did say for medical correct?
[CUSTOMER][NEUTRAL] Yes, it's a limited benefit medical plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it. The limited indemnity plan, OK, um, and then can I get a good call back number from you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Did you get that?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Ma'am, are you still there?