AccountId: 011433970860
ContactId: ce203774-392f-4168-a3b2-1686056c5a9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71819 ms
Total Talk Time (AGENT): 18537 ms
Total Talk Time (CUSTOMER): 50080 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/2024/12/30/ce203774-392f-4168-a3b2-1686056c5a9c_20241230T21:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling AP. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's Morgan and Broker Resources. How are you?
[AGENT][NEUTRAL] I'm doing OK, and yourself?
[CUSTOMER][NEUTRAL] I'm good. I have a question. I have a um.
[CUSTOMER][NEUTRAL] Uh, I have somebody on the phone. I have a broker on the phone, and you don't necessarily have to talk to him. I just kinda wanna see if it's a claims question kind of, so I was trying to see if you could help me.
[CUSTOMER][NEUTRAL] Um, OK, so it's group number 23011.
[AGENT][NEUTRAL] OK, I can try.
[CUSTOMER][NEUTRAL] It's [PII]'s Auto Repair and she is saying that two of her insureds have had to get rabies shots and the, um, she's wondering, she's wanting to know if it's covered under Medlink.
[AGENT][NEUTRAL] OK, no, so none of our policies cover for um um.
[CUSTOMER][NEUTRAL] I was like,
[CUSTOMER][NEGATIVE] rabies.
[AGENT][NEUTRAL] Or any kind of like vaccine, there you go, that's the word I look for.
[CUSTOMER][NEUTRAL] So none of that's gonna cover vaccines then.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Mm, OK. That's all I needed. You helped me very much. Thank you. You too, bye.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] No problem. Have a good day.
[AGENT][NEUTRAL] Bye.