AccountId: 011433970860
ContactId: bef2f45a-f19e-42d0-ae87-a5187fa571bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67739 ms
Total Talk Time (AGENT): 17035 ms
Total Talk Time (CUSTOMER): 45748 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/bef2f45a-f19e-42d0-ae87-a5187fa571bd_20250421T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on Broker Resources. Um, I have got a broker on my other line, and we're going over some things, and she asked me a question on a meddling on their medlink policy for this group. Let's see, let me give you the group number. It is 24214.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I can give you a policy number if you need to look at a policy.
[AGENT][NEUTRAL] Yes, may I have that policy number please?
[CUSTOMER][NEUTRAL] OK. It's 248-6630.
[CUSTOMER][NEUTRAL] She's asking if hearing aids are covered under the durable medical equipment writer. Like if, if it's covered by the major medical, does this policy cover that?
[AGENT][NEUTRAL] The only thing that we wouldn't cover up on the DME is non disposable.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Non-disposable. OK, alright. I just so I hearing edge or non non-disposable. So, OK, that's what I needed. Thank you so much.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're welcome. Thank you for um I'm sorry, go ahead.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You're fine. You too, bye bye.
[AGENT][NEUTRAL] Bye bye.