AccountId: 011433970860
ContactId: b7df6cd4-a133-4ac3-886c-4ed70ad590c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115029 ms
Total Talk Time (AGENT): 35816 ms
Total Talk Time (CUSTOMER): 50318 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/b7df6cd4-a133-4ac3-886c-4ed70ad590c7_20250508T21:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]. How are you?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm good. I have a caller on the line that's needing to. He has a question about his benefits.
[AGENT][NEUTRAL] OK. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yep, it is 232-4095.
[AGENT][NEUTRAL] OK, and he's been verified.
[CUSTOMER][NEUTRAL] Yes, and his callback number is the number that's on the sys that's in his account, um, not the number that's on AWS, um, and he's specifically asking about um if any of his coverages uh cover psychiatry.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I can help him.
[CUSTOMER][POSITIVE] All right. Thank you so much. Here he comes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hello, this is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm trying to find out if um I get any benefits for um visiting a psychiatric doctor.
[AGENT][NEUTRAL] OK, let me check on that.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Short
[AGENT][NEUTRAL] Um, anything I quote is not a guarantee of payment. It's a basic outline of your policy.
[AGENT][NEUTRAL] Uh, so it looks like for your policy, uh, for physician's office visits, that would pay a maximum of $50 per visit and you get 4 visits per calendar year.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, that's what I need to know. I appreciate it.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] You too bye.