AccountId: 011433970860
ContactId: f94de007-ff50-4098-874c-448a056638dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 51520 ms
Total Talk Time (AGENT): 26552 ms
Total Talk Time (CUSTOMER): 14630 ms
Interruptions: 0
Overall Sentiment: AGENT=3.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/f94de007-ff50-4098-874c-448a056638dd_20250203T14:37_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And uh, um, I have an eye doctor appointment today and I was looking through my cards and I couldn't find anything on my policy for vision.
[AGENT][NEUTRAL] Right, APL doesn't provide vision insurance. Um, the best thing to do to find out who has your vision is to contact your your HR or your benefits department.
[CUSTOMER][NEUTRAL] OK, through my work?
[AGENT][NEUTRAL] Yes, um, because APL doesn't provide vision, but they'll be able to let you know who is the vision carrier and um how to contact them.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, no, that's it.
[AGENT][POSITIVE] Alright, well, thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome bye bye.