AccountId: 011433970860
ContactId: bef9af4f-6a82-45d9-86f3-2423fc1cbec5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105839 ms
Total Talk Time (AGENT): 25631 ms
Total Talk Time (CUSTOMER): 33078 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/bef9af4f-6a82-45d9-86f3-2423fc1cbec5_20250331T18:28_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]. I'm just calling um in regards to an um explanation of benefits I received.
[AGENT][NEUTRAL] OK, we're just needing clarification on that?
[CUSTOMER][NEUTRAL] Yeah, and on the back end had said if premium is being paid through Cobra, please contact us, which it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I will take a look at that. I'm sorry, um, were you the insured or are you with a provider?
[CUSTOMER][NEUTRAL] I'm sorry, yes, I am, um.
[CUSTOMER][NEUTRAL] They're insured.
[AGENT][NEUTRAL] You're the insured, OK, just wanted to make sure. Um, alrighty, and what was your name?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, uh, [PII]
[CUSTOMER][NEUTRAL] Um [PII]
[AGENT][NEUTRAL] [PII] OK OK and then let's see before we go any further, can I.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?