AccountId: 011433970860
ContactId: bd4ae512-e65a-4e85-aa90-1b194940daff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148720 ms
Total Talk Time (AGENT): 14860 ms
Total Talk Time (CUSTOMER): 47019 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/2025/03/31/bd4ae512-e65a-4e85-aa90-1b194940daff_20250331T16:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi. So, um, I got an appointment for um colonoscopy scan.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So I want to know how, how much do I have to pay because they say in our on my work with um I had uh my apartment in on.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] City, City Hospital.
[AGENT][NEUTRAL] OK, so I'm sorry, did you already receive the colonoscopy or you, you're scheduled to get one?
[CUSTOMER][NEUTRAL] Not yet. Uh, not yet. We, uh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I want a schedule, but they say it, uh, out on network, so they say you, uh, I have to call, um, my insurance to make sure that how much out of the pocket I have to pay it. That's why now I want to call to make sure how much I have to pay for the coon copies.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, I understand. OK, so we just need to check that.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?