AccountId: 011433970860
ContactId: 5b38ba24-d1e0-4842-a470-63f790e0134b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126139 ms
Total Talk Time (AGENT): 40586 ms
Total Talk Time (CUSTOMER): 74211 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/5b38ba24-d1e0-4842-a470-63f790e0134b_20250409T15:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Apex Marine. We have um a policy with APL.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and I'm doing a review of all our kind of insurance coverages.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, and I'm trying to, uh, this is, this is gonna sound very a bit ridiculous, but I'm trying to understand what exactly our policy with APL covers because I was under the impression that it was life insurance, but I'm looking at our invoice and it only has about 10 maybe 12 of our employees.
[CUSTOMER][NEUTRAL] Um, so I'm starting to think that it's not related to life insurance.
[AGENT][NEUTRAL] Yeah. What's the group, do you have your group number available?
[CUSTOMER][NEUTRAL] Um, and
[CUSTOMER][NEUTRAL] Yes, I do. It is, uh, let's see, group number 23923.
[AGENT][POSITIVE] Thank you [PII] and what is a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the address for the group if you don't mind?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Yes, sir. So this is going to be a secondary gap policy. It is for medical coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Not live.
[CUSTOMER][NEUTRAL] Yeah, OK, that explains why only a handful of our employees has it, so secondary gap coverage. OK, perfect.
[CUSTOMER][POSITIVE] That helps a lot.
[AGENT][POSITIVE] Hm. Well, it's a pleasure to assist you. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No thank you so much you have a great day.
[AGENT][POSITIVE] [PII], I hope you have a wonderful day as well and call us if we can be of further assistance and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] OK