AccountId: 011433970860
ContactId: 60d81379-06c2-4628-a047-7efa6edb719e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234139 ms
Total Talk Time (AGENT): 61728 ms
Total Talk Time (CUSTOMER): 100274 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/60d81379-06c2-4628-a047-7efa6edb719e_20250207T17:40_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling IPL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Hi, good morning. How are you?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][NEUTRAL] Good, um, I'm calling regarding the gap insurance coverage.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], but it's under my husband's employment.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have his policy number?
[CUSTOMER][NEUTRAL] Uh, we don't, we never received a card, so one of the employees gave him the, the policy. One second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, would it be, let me see here, uh, group number or policy?
[AGENT][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] OK, 0255.
[CUSTOMER][NEUTRAL] 83997.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] But the employee employee would be [PII].
[AGENT][NEUTRAL] OK. That name didn't come up by that policy number. Do you have his social?
[CUSTOMER][NEUTRAL] Well, yes, this is another employee that gave him uh the card but well my husband's social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on just a moment. Yeah, each individual person has their own policy number.
[CUSTOMER][NEUTRAL] Oh, OK, mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] What's his date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I'm only showing one policy for him and it was, it's canceled, so.
[CUSTOMER][NEUTRAL] It's canceled since when?
[AGENT][NEUTRAL] This one I'm showing is um well, really I can't give you any information on his policy because you're not on this policy, but it canceled back in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh no, no, no, see that this is the thing that we had Transamerica as a gap insurance when I went to use it yesterday, he went to use actually yesterday. They, um, and then I contacted Transamerica for to check on the physical therapy if they covered it.
[CUSTOMER][NEUTRAL] They told us it was canceled, it was terminated since September, so then an employee, another employee said that we have now APL, but I've never heard of this company, so definitely he doesn't have it. OK, so let me go back to the company and find out who has the gap insurance with them. OK, thank you so much you have a great day bye bye.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you, Mr. [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.