AccountId: 011433970860
ContactId: 0ff4b39f-528b-4f9c-b311-87df39f67988
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73610 ms
Total Talk Time (AGENT): 31261 ms
Total Talk Time (CUSTOMER): 37086 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/0ff4b39f-528b-4f9c-b311-87df39f67988_20250306T19:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. Um, I was calling to find out about, um, a friend of mine recommend your, your company as supplement Insurance, as Gap Insurance. I am currently in Medicare. I'm [PII] old.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was wondering what would be the uh process and what are the premiums I know that I wanted to uh investigate a little bit about it.
[AGENT][POSITIVE] Yes sir Mr. [PII], it would be a pleasure to assist you. Are you currently employed?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK. So our medical gap policies are through employers. So your employer would have to offer the policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK, so as an individual I cannot do it.
[AGENT][MIXED] That's correct. It's all group policies, unfortunately.
[CUSTOMER][POSITIVE] OK, OK, no, I just needed to know. Thank you so much.
[AGENT][POSITIVE] It's been such a pleasure to assist you, Mr. [PII], and thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.