AccountId: 011433970860
ContactId: be9b9f03-aef9-486a-9a93-6909978adb47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142539 ms
Total Talk Time (AGENT): 38376 ms
Total Talk Time (CUSTOMER): 33700 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/be9b9f03-aef9-486a-9a93-6909978adb47_20250513T19:48_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was calling to see if my insurance I have with you all covers um Depot birth control.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Miss [PII], you have the policy number?
[CUSTOMER][NEUTRAL] Uh, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the policy number is 02619603.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And verify your date of birth, mailing address and the email address, please.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] And you say you're one of those, uh, birth control is covered under the plan?
[AGENT][NEUTRAL] Specifically Depave, um,
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, birth control is not covered under the policy.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.