AccountId: 011433970860
ContactId: 6cdc4db3-3fd1-47b6-9104-fff45bd46b14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89589 ms
Total Talk Time (AGENT): 16772 ms
Total Talk Time (CUSTOMER): 28730 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/6cdc4db3-3fd1-47b6-9104-fff45bd46b14_20250306T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just trying to see if I can get um it's they call it the qualified health coverage letter so I cannot have PIP in the state of [PII] on my auto insurance.
[AGENT][NEUTRAL] OK, yeah, just proof of your insurance, of your health insurance.
[CUSTOMER][NEUTRAL] Not exactly proof. They, they, they were really specific with the verbiage. It's called a qualified health coverage letter.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It basically says that I get covered by my health insurance in a car accident and then my deductibles not too high like that kind of thing. Yeah, it's just for me, my wife and my son.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Sure, OK, no worries. Let's take a look at that. Um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't lose you, right?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, hello.