AccountId: 011433970860
ContactId: 39e05468-ffe4-4140-b4b7-5b3987c44f6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147229 ms
Total Talk Time (AGENT): 75452 ms
Total Talk Time (CUSTOMER): 62681 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/39e05468-ffe4-4140-b4b7-5b3987c44f6e_20250113T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling because the company is just um enrolling this benefit plan with you guys, which is the gap plan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If I enroll for benefits, I think the name of the group is 7150 South Florida.
[CUSTOMER][NEUTRAL] So just to understand, under this benefit.
[CUSTOMER][NEUTRAL] Um, the plan, 7150. I'll automatically be enroll for the gap.
[CUSTOMER][NEUTRAL] Insurance, correct?
[AGENT][NEUTRAL] OK, so you do not currently have a policy with APL, but you have a question regarding enrolling through your employer, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I have questions about the Main 9 gap insurance.
[AGENT][NEUTRAL] OK, so first off, what um I can help you as in directing you to who you would need to speak to regarding your plan options for your specific group um who am I speaking with please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Can you spell your name for me to make sure I get it correct.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And [PII], what is your last name?
[CUSTOMER][NEUTRAL] [PII], that's [PII]
[AGENT][NEUTRAL] [PII], I'm sorry, one more time, please.
[CUSTOMER][NEUTRAL] Um, it's just a question. I'm not gonna grow yet, you know, so.
[AGENT][NEUTRAL] OK. So, yes, ma'am. Well, you would have to contact your HR department.
[AGENT][NEUTRAL] Or the agent that is working with your group. What is your callback number just in case, just so that we get disconnected?
[CUSTOMER][NEUTRAL] I have his number. I would just call him.
[AGENT][NEUTRAL] OK, yes ma'am, since you do not currently have a policy, he would be the one, he or she would need to be the one that you would need to speak to regarding specific questions on the plans offered.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For your employer
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][POSITIVE] OK. Well, can I help you with anything else? Yes, ma'am. Can I help you with anything else today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Absolutely. You're very welcome and thank you again for calling APL. I hope you have a very nice day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.