AccountId: 011433970860
ContactId: f25e6faa-33c0-4727-ab19-935b66316e94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216710 ms
Total Talk Time (AGENT): 81657 ms
Total Talk Time (CUSTOMER): 26557 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/f25e6faa-33c0-4727-ab19-935b66316e94_20250521T12:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I need to get a um health insurance. I just called and they said um dental insurance, but not the health insurance card.
[AGENT][NEUTRAL] Hm. All right, give me.
[AGENT][NEUTRAL] Is this [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, [PII], sorry, did I send the dental card twice?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Oh, that's fine.
[AGENT][NEUTRAL] I'm fixing it right now.
[AGENT][NEUTRAL] Hi, [PII], I just sent the medical card um to your email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Yeah, I'm sorry about that. Um, but yeah, you should have that in the next few moments.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I got it.
[AGENT][POSITIVE] OK, good deal.
[CUSTOMER][NEUTRAL] Alright, could, could you tell me what my copay?
[AGENT][NEUTRAL] So, your plan's gonna pay so much towards a doctor's office visit. It doesn't have like a co-pay. So, do you need to go to like an urgent care or are you going to like just your regular doctor?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] urgent care.
[AGENT][NEUTRAL] You need to go to an urgent care? OK. Let me see what it pays. So you should be able to go to any urgent care. It doesn't need to be like a specific uh network or anything like that. And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your plan is going to pay $75 towards the urgent care facility visit.
[AGENT][NEUTRAL] Um, so you would just have to see what they would charge for the visit, um, and maybe $200 and maybe $150 you know, we don't know, but we're gonna pay $75 towards that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank
[AGENT][POSITIVE] You're welcome have a good rest of your day.
[CUSTOMER][NEUTRAL] I was going to