AccountId: 011433970860
ContactId: fb84943a-126e-419b-98b7-a7931d3b06f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343279 ms
Total Talk Time (AGENT): 11920 ms
Total Talk Time (CUSTOMER): 49494 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/fb84943a-126e-419b-98b7-a7931d3b06f4_20250320T15:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AP this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, my name is [PII], and um,
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I, I was, I just, I spoke with my therapist earlier today on the phone because I just canceled a couple of.
[CUSTOMER][NEUTRAL] Sessions and she was telling me that uh.
[CUSTOMER][NEUTRAL] You know she submitted claims to you guys for our visits and.
[CUSTOMER][NEGATIVE] You only paid $75 on them and that leaves like a deficit for me to have like a pretty big out of pocket like something I'm not used to uh with my other insurance that I've had in the past.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, what is the actual.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Coverage, yeah.
[AGENT][NEUTRAL] OK, all right, [PII], let me get your.
[CUSTOMER][NEUTRAL] So I guess you need my, you probably need my account number.
[AGENT][NEUTRAL] Policy number.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] My policy number, OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Is the policy certificate number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 82661.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.