AccountId: 011433970860
ContactId: 01d1ac42-d284-4fe4-a048-673e61e67b42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97190 ms
Total Talk Time (AGENT): 14539 ms
Total Talk Time (CUSTOMER): 58378 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/01d1ac42-d284-4fe4-a048-673e61e67b42_20250527T18:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[CUSTOMER][NEGATIVE] Oh, you're breaking up. Oh goodness, hold on, you're breaking up. Hey, my name's [PII]. I'm the director of HR for Coral Springs Improvement District. Um, I just need, I need your help on something. Um, is there any way you can send me what?
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I covered for our gap insurance.
[AGENT][NEUTRAL] Sure, um,
[CUSTOMER][NEUTRAL] Do you need our policy number or anything?
[AGENT][NEUTRAL] OK, so, um, uh, you're the admin for the scrapet?
[CUSTOMER][NEUTRAL] I am
[AGENT][NEUTRAL] OK, um, so we can send you a uh master policy, um, is that what you mean?
[CUSTOMER][NEUTRAL] Yeah, I just want all I need is what is covered because it seemed like every time I call for some it doesn't really, it's not even covered, you know, like urgent care or pharmacies or copays things like that. I just need a list of what actually covered. I'm trying to just see if it's even worth keeping this coverage for when we have open enrollment in a couple months so I'm just kind of curious what it really covers.
[CUSTOMER][NEUTRAL] So is there a way to send me a breakdown of what's covered, you know, what it will cover and what it won't cover?
[CUSTOMER][NEGATIVE] Are you kidding me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.