AccountId: 011433970860
ContactId: a6adf601-397e-4968-95f7-f8f17ea99728
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170860 ms
Total Talk Time (AGENT): 54450 ms
Total Talk Time (CUSTOMER): 58138 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/a6adf601-397e-4968-95f7-f8f17ea99728_20250404T15:44_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, hello, they gave me this number to call. Um, I'm working, uh, at a warehouse and through an agency, Winer staffing, and, um, I'm, I haven't got the insurance from Winer staffing yet, but I'm planning to. Um, first, I wanna know the benefits for medical because I wanna see like if, like the price for device they put on your arm for diabetic type 2.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And did they give you a brochure or any?
[AGENT][NEUTRAL] Type of pamphlet.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, everything was online, but I declined, but they, they told me I still have uh like a month.
[CUSTOMER][NEUTRAL] To decide if I want to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And now I am not, and you said it was with Wyler staffing?
[CUSTOMER][NEUTRAL] No, Wagner W A G.
[AGENT][NEUTRAL] Doctor, got it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] I'll look, I'm looking to see if I can find them, see what type of uh policies they sell, so bear with me just one second.
[CUSTOMER][NEUTRAL] Yeah, I.
[AGENT][NEUTRAL] And this is going to be for
[AGENT][NEUTRAL] The um durable medical equipment.
[CUSTOMER][NEUTRAL] Yeah, for the medical.
[AGENT][NEUTRAL] OK, so I do know that our policies do not.
[AGENT][NEUTRAL] For uh for the limited indemn hospital indemnity policy, those policies do not cover durable medical equipment.
[CUSTOMER][POSITIVE] Oh, OK, OK, OK, yeah, I just wanna make sure a good thing I call.
[AGENT][NEUTRAL] Yeah. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, so it doesn't cover.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, no, no, that will be everything.
[AGENT][POSITIVE] Well, it's been a pleasure to assist you and thank you for calling APL and I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.