AccountId: 011433970860
ContactId: f89865ab-e120-4e4c-b40f-350f7f1df245
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109069 ms
Total Talk Time (AGENT): 7130 ms
Total Talk Time (CUSTOMER): 49249 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/f89865ab-e120-4e4c-b40f-350f7f1df245_20250113T23:28_UTC.wav
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[CUSTOMER][NEUTRAL] mean, cause you have to get permission to talk.
[AGENT][NEUTRAL] Hello, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, I'm calling on behalf of my husband. Um, I needed, uh, well, he's right here, but I wanted to speak on his behalf. Um, it's regarding his, um, insurance with his employer. Um, did you, uh, answer a few questions? He had an appointment, um, we located the doctor finally, and he had an appointment but then the nurse reached out or the representative reached out and said that that.
[CUSTOMER][NEUTRAL] Uh, he was supposed to go for a physical, but due to his policy or his insurance coverage is limited and it didn't cover uh physical. She mentioned uh when she got the verification, it only, um, covered, I guess, accidents or injury.
[AGENT][NEUTRAL] Oh, I see. OK. Oh, it's a limited indemnity plan, um, we can take a look.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] He's right here if you wanna uh ask me.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh-huh.