AccountId: 011433970860
ContactId: c018d730-1566-4312-8ea5-3b532aace919
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142259 ms
Total Talk Time (AGENT): 49632 ms
Total Talk Time (CUSTOMER): 53507 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/c018d730-1566-4312-8ea5-3b532aace919_20250121T21:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I have a question on the gap insurance that I have.
[AGENT][POSITIVE] I'll be happy to assist you. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] I'm looking online. It doesn't have a I don't see a policy number.
[AGENT][NEUTRAL] It may say certificate number or certification number.
[CUSTOMER][NEUTRAL] I'm looking under the tab that says policy contact information and it just has like me.
[CUSTOMER][NEUTRAL] So where would I look on your website for my policy number?
[AGENT][NEUTRAL] OK, I do not have the website pulled up. I can do a name search. Can I have your first and last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] May I have a good call back number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], can you verify your date of birth and mailing address, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. And how can I assist you today?
[CUSTOMER][NEUTRAL] Do my daughter needs to have her wisdom teeth removed?
[CUSTOMER][NEUTRAL] Now, that doesn't go through like our major medical, it goes through dental and I'm wondering, do I have any gap coverage on that?
[AGENT][NEUTRAL] This is medical only. There is no dental under this plan.
[CUSTOMER][NEUTRAL] Even, even if it's a surgery.
[AGENT][NEUTRAL] Correct. Was it related to an accident?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Yes, ma'am. So, it would not be covered under this medical plan.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome