AccountId: 011433970860
ContactId: 7ebbe7d6-3cf1-4df7-8f6e-6504fcf243df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122919 ms
Total Talk Time (AGENT): 56100 ms
Total Talk Time (CUSTOMER): 50062 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/7ebbe7d6-3cf1-4df7-8f6e-6504fcf243df_20250123T19:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][POSITIVE] I'm doing good. I just have a quick question. Do you know about the auto and home modification on the accident policies?
[AGENT][NEUTRAL] I haven't had one yet, but I can look at it. What's the policy number? Do you have a policy number?
[CUSTOMER][NEUTRAL] Um, 2, 224-425-0.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Mhm. Wait, what did you say?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh yeah, mhm.
[AGENT][NEUTRAL] The [PII] or something like that.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So she's, it sounds like she's trying to use the benefit for like car repairs, but this is more so like if a modification needs to be done to the car for
[CUSTOMER][NEUTRAL] Like if they hurt themselves and they're in a wheelchair now or something like that, right?
[AGENT][NEUTRAL] Let me take a look at it. Let me get it pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the modification, it covers um.
[AGENT][NEUTRAL] The benefit covers if as a result of a covered accident, a person requires alterations to their principal residence and or private vehicle to make the residence accessible and drivable, so that any changes done to either their auto or home.
[AGENT][NEUTRAL] Any modification of their auto or home coverage.
[CUSTOMER][NEGATIVE] Right, but it's not like repairs like we're not gonna fix the damages. This is for like
[AGENT][NEGATIVE] Correct, it's not. No.
[CUSTOMER][NEUTRAL] Wheelchair accessible, I mean, I don't know, I have to think of the.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] But modifications because of the injury.
[AGENT][NEUTRAL] If
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, modifications either to their home or their vehicle.
[CUSTOMER][NEUTRAL] Right, OK, she's trying to use it for repairs. No. OK, I got it. Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, not for repairs, yeah, OK.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Right.