AccountId: 011433970860
ContactId: aa36d0ee-2c05-453f-ab2d-f64c9cf6fb2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161610 ms
Total Talk Time (AGENT): 38910 ms
Total Talk Time (CUSTOMER): 34759 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/aa36d0ee-2c05-453f-ab2d-f64c9cf6fb2c_20250425T13:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, I'm needing to verify benefits.
[AGENT][NEUTRAL] OK, I can help you with benefits today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02506280.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII] [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. And then first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and is this for an office visit?
[CUSTOMER][NEUTRAL] Yes, for specialties, uh, dermatology.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last week
[AGENT][NEUTRAL] Give me just one moment to look into this policy.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] OK, so it looks like for the policy, dermatology appointments are not covered because this is an accident or sickness policy.
[CUSTOMER][POSITIVE] Take care of your skin so all I can tell you.
[CUSTOMER][NEUTRAL] It's my age it's over with at that point.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEGATIVE] Uh, no thank you.
[AGENT][POSITIVE] OK. Well, I hope you have a good day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] OK, thank you. Bye.