AccountId: 011433970860
ContactId: 86c0af9b-e5d5-4d1b-9f9b-b8bd65e793b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363489 ms
Total Talk Time (AGENT): 161564 ms
Total Talk Time (CUSTOMER): 159568 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/86c0af9b-e5d5-4d1b-9f9b-b8bd65e793b8_20250129T16:55_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Hey this is [PII].
[CUSTOMER][POSITIVE] Thank you guys.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Hi, so sorry about that. I was just having a little trouble hearing you.
[CUSTOMER][NEUTRAL] OK, I said I was, I just wanted to know if you're able to um give me like a quote on the the best insurance that would actually cover like permanent fee.
[CUSTOMER][NEUTRAL] I don't know if you would know that.
[AGENT][NEUTRAL] Yeah, so.
[CUSTOMER][NEUTRAL] Transfer
[AGENT][NEUTRAL] Um, I do know that our company does, we do offer insurance, but we offer it out to employer groups. We don't, um, have individual insurance that we sell.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, do you already like have a policy with us and you're looking to like continue it on your own or are you with a.
[AGENT][NEUTRAL] An employment company and you're offering it.
[CUSTOMER][NEUTRAL] Oh, I'm, um.
[CUSTOMER][NEUTRAL] Yeah, I'm with an appointment company and they're offering it, but I wanted the reason why I wanted to get it for my partials and then have a better insurance than I already have, and I wanted to see if maybe they would cover the cost of that or how much would I pay out of pocket. I don't know if you have to transfer.
[AGENT][NEUTRAL] Yeah, so actually you'll wanna speak to your HR group um like the employer who's offering you that insurance, and they would be able to let you know the cost of everything. Typically they have a brochure that would cover like what sort of coverage is being offered, but I, I wouldn't have that information for you.
[CUSTOMER][NEUTRAL] So who would I have to speak with? I don't know my employer when they would know, um, would I have to speak with this company.
[AGENT][NEUTRAL] So your employer is offering the insurance, so they would have that information.
[CUSTOMER][NEUTRAL] How, how would they have, I'm trying to, I'm confused because how would they have the information? How would they be able to tell me if it's gonna be covered if it's through the insurance, how would they know the quote or?
[CUSTOMER][NEUTRAL] Because I just have a career coach she's not like I'm actually like speaking to a manager or anything. She's just a
[CUSTOMER][POSITIVE] That helped me out.
[AGENT][NEUTRAL] Yeah, so like I could look up information on an existing policy for you, but until like you're enrolled in the policy, all of that information would come from your employer group because they're offering it to you they should have access to what that coverage looks like and the cost of it.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, but I wouldn't have access to that.
[AGENT][NEUTRAL] I could see information once you've signed up for a policy, but I wouldn't have access to um information that your group is offering you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so they're not gonna tell me that I got to call you guys back because sometimes it'd be like that. They'll say, oh, you gotta call the insurance company to see if they cover it.
[CUSTOMER][NEUTRAL] But I'll, I'll ask, I mean.
[AGENT][POSITIVE] Because every so we don't just sell one type of insurance insurance to like all these different companies we actually like tailor each individual policy to that company which is why I couldn't tell you what it is without you having signed up um because it's different for every single company and so I don't have like a one size fits all answer for you and I'm really sorry about that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It's OK. It's nothing you can do and like you can make yourself know, but um.
[AGENT][POSITIVE] Oh, that would be so convenient though.
[CUSTOMER][NEUTRAL] I'll reach out kind of thing.
[CUSTOMER][POSITIVE] It would, it would, it really would. That way I can know. Hopefully they do tell me something I wanna hear.
[AGENT][NEUTRAL] Yeah and they should have um I know when we sell insurance to people like we have representatives we have brokers that handle our insurance and they might even be able to give you more information if they can get in contact um with the broker on your behalf and look up some information for you um so typically there like there is that side of things where when we're reaching out to businesses they have somebody who can help them on that side of it.
[CUSTOMER][POSITIVE] But thank you for your help.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Oh OK I got you.
[CUSTOMER][NEUTRAL] I got you, so that's how they'll be able to let you know.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] OK, well, that's all I have.
[CUSTOMER][NEUTRAL] A lot of questions I had and you said [PII], is this my last day or [PII] or something like that?
[CUSTOMER][NEUTRAL] The father of the church.
[AGENT][NEUTRAL] Oh, that I wouldn't know, my friend. I'm sorry.
[CUSTOMER][NEUTRAL] I think the other girl told me that I spoke to before you. She told me I had a certain amount of days for my insurance.
[CUSTOMER][NEUTRAL] Um, to sign up for them.
[CUSTOMER][NEUTRAL] Yeah, but she has the information in front of us, that's the thing that's all. I just had those few questions.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I guess I'll call my employer.
[CUSTOMER][NEUTRAL] You can tell me.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] I definitely wish you the best of luck.
[CUSTOMER][POSITIVE] But thank you for.
[CUSTOMER][POSITIVE] Thank you so much and you have a great day.
[AGENT][POSITIVE] You too take care enjoy your week ma'am.
[CUSTOMER][POSITIVE] Thank you. You
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] But