AccountId: 011433970860
ContactId: ca10fc07-98b1-4c82-99e3-ec21e66ea480
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141500 ms
Total Talk Time (AGENT): 9742 ms
Total Talk Time (CUSTOMER): 61003 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/ca10fc07-98b1-4c82-99e3-ec21e66ea480_20250603T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII], um, and our group number is 24214.
[AGENT][NEUTRAL] OK, I'm sorry, that was uh 24214?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, what can we help you with today?
[CUSTOMER][NEUTRAL] Um, I'm trying to see what um our cost would be after um running um this through United Healthcare and through APL. Um, I, I'm just because I don't, I don't know that we're gonna go be able to do it otherwise, so.
[CUSTOMER][NEUTRAL] Um, we have a hearing aid that was recommended by our ENT and audiologist. They gave me the procedure codes and diagnosis codes. I phoned UHC and they confirmed that it's covered. Um, we would, it's just the um deductible that needs to be paid, and then they pay the balance.
[CUSTOMER][NEUTRAL] So I just wanted to see what APL, I just wanted to see if I can get confirmation of what APL covers after that.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.