AccountId: 011433970860
ContactId: a2edefa8-fb7a-4cb0-a223-fcd4527888c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183660 ms
Total Talk Time (AGENT): 73309 ms
Total Talk Time (CUSTOMER): 82509 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/a2edefa8-fb7a-4cb0-a223-fcd4527888c3_20250214T18:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. I'm calling to see uh a question about um you know, a policy with you, um.
[CUSTOMER][NEUTRAL] We, I was currently had one, with the city of [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think I uh since canceled our policy with you, but I'm trying to find out how to do it on an individual level.
[CUSTOMER][NEUTRAL] she
[AGENT][NEUTRAL] OK, now, um, do you already have a policy through them?
[CUSTOMER][NEUTRAL] We had one, I think I recently uh.
[CUSTOMER][NEUTRAL] Quit uh.
[AGENT][NEUTRAL] OK. And what was the name again?
[CUSTOMER][NEUTRAL] Just the Hart from Police Department.
[CUSTOMER][NEUTRAL] I got the, let's see, the number in front of the policy number, I think, yeah.
[AGENT][NEUTRAL] OK. Yes, please.
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 47428
[AGENT][NEUTRAL] Um, and what is your name?
[CUSTOMER][NEUTRAL] [PII] what?
[AGENT][NEUTRAL] OK, thank you. And can I get you to verify your birthday and address for me?
[CUSTOMER][NEUTRAL] Yes, it's
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The address is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Let me just see, it does show that it is lamps so I'm just seeing, um, you know.
[AGENT][NEUTRAL] What we might do.
[AGENT][NEUTRAL] OK, now this policy was on our gap plan and we cannot continue that plan because it has to match what your major medical is and the only way to do that is for the group to still be active, but, um, you know, it wouldn't benefit you to keep the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes. Oh.
[CUSTOMER][NEUTRAL] Oh yeah, well, that's why I was trying to figure it out there cause I, I would like to have a secondary insurance, but uh I know uh.
[AGENT][NEUTRAL] Right. And in that case, you would definitely um want your major medical to match it cause we pay secondary.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So, you know, that wouldn't be possible.
[CUSTOMER][NEUTRAL] OK, yeah. I, well, I guess I.
[CUSTOMER][NEGATIVE] I don't know, I don't know how to go about even looking for.
[CUSTOMER][NEUTRAL] Uh, secondary insurance companies, I guess.
[AGENT][POSITIVE] Yes, I'm sorry.
[CUSTOMER][NEUTRAL] So not across the field. So I guess I'll have to do some research. Thank you.
[AGENT][POSITIVE] You, you are welcome. Can I do anything else for you?
[CUSTOMER][POSITIVE] No, no, that's it. Thank you.
[AGENT][POSITIVE] OK, thank you, Mr. [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK. Have a good day. Happy [PII].
[AGENT][POSITIVE] You too. You too. Thank you.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.