AccountId: 011433970860
ContactId: 345e0376-ce6c-4f19-b1d6-c5cce18ddf9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82360 ms
Total Talk Time (AGENT): 44050 ms
Total Talk Time (CUSTOMER): 40182 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/345e0376-ce6c-4f19-b1d6-c5cce18ddf9a_20250116T19:21_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. I just have a question. Do you guys um have gap insurance?
[AGENT][NEUTRAL] You're wanting to know if our company offers gap insurance?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] We do offer supplemental policies on an employer level, on a group level, not individual.
[CUSTOMER][NEUTRAL] Yeah, gap insurance
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, not individual, OK, I see.
[AGENT][NEUTRAL] Yes, ma'am. Mhm. Yes, ma'am. It would have to be an offering by your employer.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. All right. OK, I understand. Do you, do you think maybe AT&T provides it or no?
[AGENT][NEUTRAL] I would not know that. You would have to reach out to your HR department in order to find out what benefits they have available.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK. OK. All right. Well, thank you so much.
[AGENT][POSITIVE] Oh, yes, ma'am. You're very welcome. And is there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, no, no, that, that's it. I'm trying to get a company that, that has the, the insurance, so I'm just calling around.
[AGENT][NEUTRAL] Uh, oh, OK.
[CUSTOMER][POSITIVE] Yeah, it doesn't. OK. All right, well, thank you so much. Mhm.
[AGENT][POSITIVE] Well then, thank you.
[AGENT][POSITIVE] Absolutely, you're very welcome and again thank you for calling APL. I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.