AccountId: 011433970860
ContactId: 60475a89-4309-481f-bb57-09c9eee99b0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270480 ms
Total Talk Time (AGENT): 122767 ms
Total Talk Time (CUSTOMER): 98504 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/60475a89-4309-481f-bb57-09c9eee99b0a_20250227T20:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII]. I am trying to figure out whether you offer the Medlink gap insurance in [PII]. Um, I know for a long time you didn't, and I spoke to somebody earlier this week, and they thought maybe you were.
[AGENT][NEUTRAL] OK, let me get you over to a different department because this is the claims department and we don't offer any of that information. We just handle the claims, so I'm gonna place you on a brief hold and, and can I have a good callback number for you?
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you one moment, I'll place you on a brief hold and get you to someone who can assist you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Customer service.
[CUSTOMER][NEUTRAL] Sing
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm doing good. How are you?
[AGENT][NEUTRAL] I'm great. I have a question. I have a young lady on my line who wants to know if we offer the insurance in her state. Who would she need to speak to about that?
[CUSTOMER][NEUTRAL] Um, is she like a broker?
[AGENT][NEUTRAL] She did not say, she said she spoke with someone before and they told her to call back. They might offer it at the first of the year. So I'm not sure if she's individual.
[CUSTOMER][NEUTRAL] If she's an individual with um
[CUSTOMER][NEUTRAL] An employer, it has to be, it has to go through her employer if they offer. If not, um, we don't sell individual products. If she's a, yes, if she's a broker, that will go to broker resources.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, got it. Thank you. I appreciate it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] OK, and thanks for holding. Are you an individual or are you a broker?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I am an individual. I work for a company.
[CUSTOMER][NEUTRAL] And the company had gap insurance a while ago through their PEO.
[AGENT][NEUTRAL] So that, that will go through your employer because we do not offer individual coverage, it's always through the brokers.
[CUSTOMER][NEUTRAL] To there.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] In the company.
[CUSTOMER][NEUTRAL] Right, can can the broker offer it here in [PII] if they're appointed in [PII]?
[AGENT][POSITIVE] So I'll get you to the brokers and let them better assist you.
[AGENT][NEUTRAL] I just want to make sure you're getting the right information. No problem, [PII]. One moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Appreciate it.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] making claims. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm great, thanks for asking. I have a young lady on my line. Her name is [PII]. She's trying to see if the brokers can offer insurance in her state.
[AGENT][NEUTRAL] Something you can assist her with?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, is she, is she a broke or who is like.
[AGENT][NEUTRAL] She, she says she works for a company and they used to have it or something to that effect because I told her she had to go through HR of her employer and she has a story with that. So I'm not for sure, but she wants to find a broker that can offer them that insurance in her state.
[CUSTOMER][NEUTRAL] Mm, send her through. I don't know if.
[CUSTOMER][NEUTRAL] Yeah, I don't know if it's gonna be that easy, but we can maybe have somebody assigned to her to like reach out to her, so yeah.
[AGENT][POSITIVE] OK. OK. Thank you. I appreciate it. Here she comes. Bye.
[CUSTOMER][NEUTRAL] Of course, yeah.
[CUSTOMER][NEUTRAL] OK.