AccountId: 011433970860
ContactId: 4d6dd66e-26f7-4229-821b-7f92cc799c2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236580 ms
Total Talk Time (AGENT): 104839 ms
Total Talk Time (CUSTOMER): 99737 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/4d6dd66e-26f7-4229-821b-7f92cc799c2a_20250306T23:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm just trying to receive my ID cards.
[AGENT][NEUTRAL] OK, [PII], I can help you with your policy cards. Um, can you please give me your policy number, sir, so I can look it up.
[CUSTOMER][NEGATIVE] Well, that's the thing. I, uh, when I was making my policy through my employer, it was through United and then they gave me an option for gap coverage so I took that, but I haven't received and I haven't received anything so I don't even know what.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK. All right. Well, I can find your policy for you. Can you give me your social security number and that'll pull in all your policies that you have with us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, [PII], um, I think I've got you right here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK. Can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we would have on the policy for you?
[CUSTOMER][NEUTRAL] 2.
[CUSTOMER][NEUTRAL] Uh, address [PII].
[CUSTOMER][NEUTRAL] Um, email address, uh, I don't even know if I ever gave one. try [PII] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then what was the last one?
[AGENT][NEUTRAL] Your cell phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. I appreciate you verifying that information for me, [PII].
[CUSTOMER][NEUTRAL] This impact took a new section.
[AGENT][NEUTRAL] OK, so I'm looking at your policy.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] And it is the um.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The gap insurance.
[AGENT][NEUTRAL] And I'm showing that the policy was active from [PII].
[AGENT][NEGATIVE] And then after [PII] it it lapsed and is no longer active.
[CUSTOMER][NEUTRAL] Mm. Maybe my company's not using APL anymore. I just assumed it was the same one.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Right, and I don't, and I looked and I don't see any, I don't see any active policies with our company at this time.
[CUSTOMER][NEUTRAL] I, I'm gonna have to learn.
[CUSTOMER][NEUTRAL] OK, so they, I'm assuming they, cause we used to have Aetna and Aetna, uh, was, you know, we had Aetna and then we also had APL, but I guess since we switched to United, I don't know if they decided not to go with you guys again. I don't know, so I gotta go research this now. I, I do know that when I chose my plan, I did choose the gap. I just don't know, you know, which one, so.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, OK, yes sir, um, yeah, I would go ahead and check and see if it's with another company or not, that way you can make sure you can use your benefits for sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, but no worries, thank you so much. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're so welcome, [PII]. I hope you have a blessed night and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye, sir.