AccountId: 011433970860
ContactId: 338244e3-c8e3-4962-bb87-d3308409ea80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230679 ms
Total Talk Time (AGENT): 130621 ms
Total Talk Time (CUSTOMER): 63743 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/338244e3-c8e3-4962-bb87-d3308409ea80_20250124T18:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hello [PII] Happy Friday. [PII]. How are you?
[AGENT][POSITIVE] I'm good today, [PII]. What's going on?
[CUSTOMER][NEUTRAL] Quick question, can APL, APL be written in every state in the country?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] No, we, um, it's not, we don't write in [PII] at all. Um, and then let me see, I can give you, I've got a, a map that I can show you where it's written, um, let me.
[CUSTOMER][NEUTRAL] How about [PII]?
[AGENT][NEUTRAL] Let me pull that up. Let me get that map pulled up and I can tell you.
[AGENT][NEUTRAL] Takes me just a second to get there.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] No gap in [PII]. We can write accident, we can write CI, we can write HI, um, group term life and disability, but no gap.
[CUSTOMER][NEUTRAL] I wonder why
[AGENT][NEUTRAL] It could be just
[CUSTOMER][NEUTRAL] Do we does [PII] does [PII] have any other carriers that we can write in uh [PII]?
[AGENT][NEUTRAL] Um, now, [PII] would be able to tell you that. I can't tell you that, but I do know that they work with a few other carriers, um, so, um, I would give him a shout and definitely ask him if that's where you're looking, you know, for gap, definitely.
[CUSTOMER][NEUTRAL] Yeah, they called the group called me today, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean, like I said, we do HI but no gap, but yeah, reach out to [PII] because I know that.
[CUSTOMER][NEUTRAL] What what what what's HI?
[AGENT][NEUTRAL] Uh, hospital indemnity.
[CUSTOMER][NEUTRAL] So is that just the gap plan but only for hospitalization?
[AGENT][NEUTRAL] Um, it works a little bit of the same way, but it pays like a, just a flat amount per like for the service, so it's not, um, uh, you don't have to pair it with a medical plan, um, to have it, um.
[CUSTOMER][NEUTRAL] It so is it more is it more of a um.
[CUSTOMER][NEUTRAL] Oh, is it more of a voluntary kind of thing that or is it employer sponsored?
[AGENT][NEUTRAL] Um, I see it mostly as voluntary coming in, you know, when we sell it, um, we don't sell a lot of it in [PII] because we have such awesome gap coverage in [PII].
[AGENT][NEUTRAL] Um, so, but it is used, um, sometimes, you know, that's the closest thing we can get to a gap in a state that doesn't offer gap, but I do know that like, um, [PII] can reach out to like prosperity and probably a few other carriers to find out if they have a gap in [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, I'm sending him an email right now.
[AGENT][POSITIVE] Perfect. Thanks, [PII].
[CUSTOMER][POSITIVE] Alrighty, thank you very much. How are we coming? You too. I have a new group. I wanted to see how they're coming. Um, it's called EQina E U C U C I N A that we're doing for 21. I sent everything in a few days ago.
[AGENT][POSITIVE] You have a great weekend.
[AGENT][NEUTRAL] Um, I didn't work it, but I, I remember seeing it come in, so let me check with my, uh, teammate, and we'll find out where it is, let you know.
[CUSTOMER][POSITIVE] OK thank you thank you very much.
[AGENT][POSITIVE] Thanks [PII], have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.