AccountId: 011433970860
ContactId: e4422d4f-7dca-4436-b575-db597202b5b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67879 ms
Total Talk Time (AGENT): 33816 ms
Total Talk Time (CUSTOMER): 20728 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/e4422d4f-7dca-4436-b575-db597202b5b4_20250103T21:42_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, hi there, um, I need to find out if my plan covers prescriptions.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with that today, my friend. Do you have
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Sorry, do you have that policy number handy?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, 025.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] 73,210
[AGENT][POSITIVE] Perfect, thank you, thank you.
[AGENT][NEUTRAL] And your first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you so much. And would you be able to verify for me, please, your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you so much. And I do have this policy pulled up. It looks like for your supplemental policy for your major medical, but we do not cover prescriptions.
[CUSTOMER][POSITIVE] Not prescriptions. OK, alrighty, thank you.
[AGENT][POSITIVE] My pleasure. Thank you.