AccountId: 011433970860
ContactId: 752348f6-a11e-404f-9c3f-efafb3735e5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147270 ms
Total Talk Time (AGENT): 33288 ms
Total Talk Time (CUSTOMER): 118251 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/752348f6-a11e-404f-9c3f-efafb3735e5a_20250218T22:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] [PII], it's [PII], heck of a nice guy. How you doing, honey?
[AGENT][POSITIVE] Hey, [PII], I am good. How are you?
[CUSTOMER][MIXED] Yeah, just got back, uh, to from a face to face enrollment, uh, which is, you know, now I know why I have a Zoom body because I I hate traveling an hour just for a group that's 10 minutes away. It's traffic down here sucks, but, um, uh, my best call back number and in case these calls are monitored [PII]. So I have a guy who loves the gap plan, but he was curious if he ever.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Um, if the company ever accepted it, so can I give you his policy number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 2483213.
[CUSTOMER][NEUTRAL] His name's [PII].
[CUSTOMER][NEUTRAL] And tell me when you're ready for his date of birth and boy, he looks like he's [PII], but he's [PII]. Wow.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] Well, he's he taken?
[CUSTOMER][NEGATIVE] Yeah, I have the same problem. Yeah, all the fat pops those wrinkles out. I look like a nun.
[CUSTOMER][NEUTRAL] Yeah, the nuns have beautiful skin there because they have no worries, you know, never have to fight for a meal. His date of birth is [PII]. Can you, can you just be on hold for a second, [PII]? Hold on, [PII]. Alright, hey, buddy, no, go ahead. Is it a quick one or you want me to call you back in? OK, OK, great. Alright, thanks. Great, I appreciate it. Alright, bye bye.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hey [PII], so can you look in your crystal ball to see if uh APLs paid anything in the last year for this guy? Are you able to do that without giving me, without me giving you a treatment date?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yeah, um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, I don't show we received any claims form.
[CUSTOMER][NEUTRAL] Alright, I'll let him know. Alright, cool. Alright, you take care where were you in [PII], right? You were not hit by the storms or anything?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Not yet. It's supposed to get extremely cold tonight and cold tomorrow. I think we're supposed to have a low of 18.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Wow
[AGENT][POSITIVE] Yay
[CUSTOMER][POSITIVE] Well, I can tell when it's 95 degrees down here in [PII], you can always dress warm, but you can't dress cold. All right, well, stay blessed. OK, yeah, except for the 6.5 months of hurricane season, but you know, yeah, yeah, right, it's true. I know there's no good or bad in this. Alright, honey, take care. Alright, bye. Thanks, bye bye.
[AGENT][NEUTRAL] You're so lucky.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that is true.
[AGENT][NEUTRAL] You too, bye.