AccountId: 011433970860
ContactId: c0c66c84-d244-47ca-9e6b-f1aa9b46e4d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334630 ms
Total Talk Time (AGENT): 89129 ms
Total Talk Time (CUSTOMER): 57846 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/c0c66c84-d244-47ca-9e6b-f1aa9b46e4d7_20250213T17:33_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is how can I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, I have a question. I have insurance with y'all and I'm on a CPAP and mine broke. Will do y'all, will my insurance cover a new CPAP machine?
[AGENT][NEUTRAL] I would need to look at your policy to verify that. Do you have your policy number by chance?
[CUSTOMER][NEUTRAL] Oh no, I don't, ma'am. I'm driving.
[AGENT][NEUTRAL] OK, I can look it up by your name or your social if you want me to.
[CUSTOMER][NEUTRAL] Yes, that'd be fine.
[AGENT][NEUTRAL] OK, let's take a look. What is your, uh, you can give me either or name or social, whichever you prefer.
[CUSTOMER][NEUTRAL] Uh, social is [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, sir. Give me just one moment. Let me take a look and see what I find here.
[AGENT][NEUTRAL] Alright, and then Mr. [PII], I just need to get your date of birth and address please for verification.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] Alright, great, and then the [PII], that's still a good email?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Great. All right. Let me just pull up this policy certificate and see exactly what it states about medical equipment here, [PII]. Give me one moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Yeah, I'm not seeing anything in here so far, unfortunately for any sort of.
[AGENT][NEUTRAL] Medical equipment, um.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] This, it don't cover a whole lot of anything, does it?
[AGENT][NEGATIVE] Yeah, I mean, it's a limited benefit plan so it does, you know, unfortunately it does only just cover certain things and it's pretty uh black and white as far as, you know, it's gonna pay for this or it's not gonna pay for this and.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] I searched it a couple different ways in here and I'm not finding anything.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Uh, that's, that's what, that's what I figured cause hell, it won't even cover diabetic medicine hardly so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I guess it's just time to start looking around for new insurance I guess but alrighty thank you.
[AGENT][POSITIVE] You're welcome. You take care now.