AccountId: 011433970860
ContactId: 62acfd5e-0c12-4789-85a9-426f5a86f454
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161869 ms
Total Talk Time (AGENT): 72647 ms
Total Talk Time (CUSTOMER): 58393 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/62acfd5e-0c12-4789-85a9-426f5a86f454_20250220T19:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I'm calling because I have a health insurance, and I was wondering if I can purchase like a gap insurance for my, my medical expenses.
[AGENT][NEUTRAL] So we do offer um like a supplemental insurance, but all of our policies are group policies, we don't have any for like the individual. Does your, who is your employer? I can see if they use us.
[CUSTOMER][NEGATIVE] They don't use it.
[AGENT][NEUTRAL] Oh, OK, well then, um, we
[CUSTOMER][POSITIVE] That's why I'm calling myself because I'm interested in buying something for myself. I don't care if they don't wanna use it. I want to use it because expenses are, are not nice, especially when they are surprised.
[AGENT][NEUTRAL] Right, I, I understand what you're saying. We just, we only offer to the group, to the employer and
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Unfortunately.
[CUSTOMER][NEUTRAL] So no individuals. OK, I understand.
[AGENT][POSITIVE] Correct, yes, ma'am.
[CUSTOMER][NEUTRAL] Um, do you
[AGENT][NEUTRAL] Arrival
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] No, go ahead.
[CUSTOMER][NEUTRAL] Uh, do you guys know or partner with another company like yours that will do it with individuals and not necessarily with groups?
[AGENT][NEUTRAL] Um, hold on one moment, let me see.
[CUSTOMER][NEUTRAL] That you might be able to.
[AGENT][NEUTRAL] Um, I can give you the number to member services for benefits and I'm sorry, for Business Workers of America. They do work with us on individual or like self-employed policies. Um, I can give you their number to see um how enrollment goes.
[CUSTOMER][POSITIVE] OK, that works.
[AGENT][NEUTRAL] OK, so that phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, they also have phone number [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then they'll be able to assist you with enrollment and um your your plans.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Nothing. You were actually very helpful getting me this information. Thank you very much. Have a great day.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye bye.