AccountId: 011433970860
ContactId: 52c90f4e-5f36-4118-9215-5043ac0f956a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162139 ms
Total Talk Time (AGENT): 58235 ms
Total Talk Time (CUSTOMER): 64487 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/52c90f4e-5f36-4118-9215-5043ac0f956a_20250513T21:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] I'm sorry, I didn't quite get your name.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you?
[AGENT][NEUTRAL] I am fine, and yourself?
[CUSTOMER][POSITIVE] I'm great thank you so much for asking.
[AGENT][NEUTRAL] OK, and how may I assist you today, [PII]?
[CUSTOMER][NEUTRAL] So I work for a company called Venture Tech or Consolidated Credit, and I believe I have, I have a gap insurance. Can you, if I give you my information, can you look at my account?
[AGENT][NEUTRAL] OK. Do you happen to have the policy number or no?
[CUSTOMER][NEUTRAL] I don't. I have my name, my address, my phone number, my social.
[AGENT][NEUTRAL] OK, uh, may I have your social, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, date of birth [PII]. Um, address is [PII], and I believe the email address is [PII].
[AGENT][NEUTRAL] Uh, it looks like a work email.
[CUSTOMER][NEUTRAL] Oh, [PII]?
[AGENT][NEUTRAL] OK, and do you want to keep it as that email or you want to change it?
[CUSTOMER][NEUTRAL] Um, I'll leave it for now.
[AGENT][NEUTRAL] OK, and do you have a callback, uh, Lord word callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And is this a cell number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And yes, sir. I do show you have a secondary supplemental policy with us.
[CUSTOMER][POSITIVE] Perfect, um, I'm wondering, I'm actually going in on Friday for a colonoscopy at an outpatient facility.
[CUSTOMER][NEUTRAL] Would the gap insurance cover that or no?
[AGENT][NEUTRAL] Uh, no, sir. I just show you have inpatient benefits, meaning if you're confined in a hospital 18 hours or more.
[CUSTOMER][MIXED] OK, but not at an outpatient facility.
[AGENT][NEUTRAL] Uh, no, sir, just inpatient online.
[CUSTOMER][POSITIVE] OK, well thank you so much for your your time today.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL you have a great day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][NEUTRAL] Bye.