AccountId: 011433970860
ContactId: 3ba32fda-7291-405d-91da-352e9287d18a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168630 ms
Total Talk Time (AGENT): 71933 ms
Total Talk Time (CUSTOMER): 80587 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/3ba32fda-7291-405d-91da-352e9287d18a_20250103T19:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I just got a question about, um,
[CUSTOMER][NEUTRAL] About the gap insurance that we have. Um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We have a United Healthcare and I was trying to order contact lenses, but they said that they only cover a one time payment of $105 like off of the contacts. I was wondering if the gap insurance could cover any of of that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Typically, um, our secondary doesn't cover anything regarding vision or dental, um, but we can take a look just to be sure. Uh, what was your name?
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, policy number.
[CUSTOMER][NEUTRAL] I have the card here in
[AGENT][NEUTRAL] Um, it's on the card at the bottom it would be something that says like a certificate number or er certification number.
[CUSTOMER][NEUTRAL] It's like and
[CUSTOMER][NEUTRAL] Is it in, in hospital or outpatient?
[AGENT][NEUTRAL] Uh, either one.
[CUSTOMER][NEUTRAL] 02049391 ML 7.
[AGENT][NEUTRAL] OK, thank you. I'm just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright appreciate it. Last thing I need is the email address we've got on file for you uh looks like it might be through an employer.
[CUSTOMER][NEUTRAL] Uh, yeah, I mean it should be under my dad's.
[CUSTOMER][NEUTRAL] Probably the [PII]
[CUSTOMER][NEUTRAL] Something like that.
[AGENT][NEUTRAL] Yeah, it's [PII] [PII].
[CUSTOMER][NEUTRAL] Yes, yes, that's my dad's job.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Well, I appreciate you verifying all that information. I'm not showing that um this policy is not, uh it is currently not active. Uh, this policy terminated uh [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, it's not
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] All right. Well, thank you for your help then.
[AGENT][POSITIVE] Yeah, of course. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Uh, no, that'll be all. Thank you so much.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you, bye bye.