AccountId: 011433970860
ContactId: f68e5fed-5dc4-4341-b842-f2aab4a680eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 48110 ms
Total Talk Time (AGENT): 14530 ms
Total Talk Time (CUSTOMER): 20751 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/f68e5fed-5dc4-4341-b842-f2aab4a680eb_20250523T16:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, hi. Uh, I received a bill from the, from the, you know, the health insurance, and then I wanted to know if, if it wasn't covered or not.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] OK, um, so you, you received a bill from a procedure that you received, um.
[CUSTOMER][NEUTRAL] From the quest? Yeah, yeah, yeah.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] And then, um, you know, it was.
[AGENT][NEUTRAL] Sure and so we were just needing to see if that would be covered.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?