AccountId: 011433970860
ContactId: 40a8218c-e60b-4c20-8f58-f90c3c7f35b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182110 ms
Total Talk Time (AGENT): 84578 ms
Total Talk Time (CUSTOMER): 75073 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/40a8218c-e60b-4c20-8f58-f90c3c7f35b0_20250324T15:34_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm calling regarding, uh, I tried to get like APL. That's, that's the, that's the main name or the something else.
[CUSTOMER][NEUTRAL] That's the gap name or or the the whole entire company?
[AGENT][NEUTRAL] Um, APL is our insurance company name.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah, OK. I have insurance with you guys. Um, I have the gap number. Can I have, can I have the, the original number, insurance?
[AGENT][NEUTRAL] Do you have a policy number? I can provide your original policy as well.
[CUSTOMER][NEUTRAL] Uh, policy number, it is 0234151457ML7.
[AGENT][POSITIVE] Thank you. And Mr. [PII], what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you mind verifying your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And what about a current mailing address? Can we verify that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And you were wanting to know when this policy was active?
[CUSTOMER][NEUTRAL] Yeah, I know it's active, but uh the gap, I have the gap number. Can I have the the the original number?
[AGENT][NEUTRAL] So for your primary insurance, is that what you're requesting?
[CUSTOMER][NEUTRAL] Yes, primary insurance, not the gap.
[AGENT][NEUTRAL] OK, so you would need to contact your group um.
[AGENT][NEUTRAL] Human resource department or benefits department and they can give you your primary insurance information. Now, I do show that that is through
[AGENT][NEUTRAL] And I can give you the primary insurance name.
[CUSTOMER][NEUTRAL] OK, can I have it?
[AGENT][NEUTRAL] I'm Well Net is your primary insurance, but yeah, Well Net.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Oh, well, no, that's the primary insurance.
[AGENT][POSITIVE] That's correct. And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] And they can give you your policy information or contact information.
[CUSTOMER][NEUTRAL] Can I have, can I have the well uh phone number?
[AGENT][NEUTRAL] I don't have that. I apologize, Mr. [PII], but you would need to get that from your group um employer.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem. I'll, I'll find out, no problem.
[AGENT][NEUTRAL] Anything else.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] Well it's been my pleasure to assist you, sir, and I hope you have a wonderful day, Mr. [PII] and thank you for calling APL.
[CUSTOMER][NEUTRAL] No, pretty much that's it.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye-bye.