AccountId: 011433970860
ContactId: e13238f1-e02c-45b0-afd4-d1a9793351ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317540 ms
Total Talk Time (AGENT): 43742 ms
Total Talk Time (CUSTOMER): 56399 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/e13238f1-e02c-45b0-afd4-d1a9793351ae_20250214T17:45_UTC.wav
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[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] Thank you for calling APL Cara.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII].
[AGENT][NEGATIVE] I'm sorry, it's very difficult to hear you. It does sound a bit muffled.
[CUSTOMER][NEUTRAL] hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, yes.
[CUSTOMER][NEUTRAL] Yeah, can you hear me now?
[AGENT][NEUTRAL] Do you need someone who speaks Spanish?
[CUSTOMER][NEUTRAL] Yes, uh, no, no, English is OK.
[AGENT][NEGATIVE] OK, I'm sorry I'm, I'm having a hard time understanding you. It does sound like the microphone is a bit muffled.
[CUSTOMER][NEUTRAL] OK, let me see my phone.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Now, now it's OK.
[AGENT][POSITIVE] Oh yes that's much better thank you.
[CUSTOMER][NEUTRAL] OK. Thanks. My name is [PII].
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] Yes, I have an an individual coverage.
[AGENT][NEGATIVE] You really need to uh, oh sorry, go ahead.
[CUSTOMER][NEGATIVE] And, and, and yes, yeah, yes, yesterday I, yeah, yesterday I went to, to, to my, to my clinic and I, and I found that they have, they charged me, they told me the, the insurance is not working.
[AGENT][NEUTRAL] OK, so you went to a provider and they said that your insurance, they said it's not working?
[CUSTOMER][NEGATIVE] Yeah, yes, yes, I, yes, I was given some, yeah, yeah, I was given some attention. I, I, I, I, I was forced to pay out, out, out of my pocket. They told me the insurance. They don't understand the insurance, this insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They don't accept the insurance?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, so, um, was it, um, a physician's office?
[CUSTOMER][NEUTRAL] Uh, it, it, it was a, I, I leave you. I was, I wait for a refill for my medication.
[AGENT][NEUTRAL] Oh, for prescription coverage.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, OK, um, so we can definitely get your policy pulled up to make sure that that is a covered benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can