AccountId: 011433970860
ContactId: c19b0e1e-c037-4490-a37f-fc776cf83ef9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174119 ms
Total Talk Time (AGENT): 85007 ms
Total Talk Time (CUSTOMER): 84907 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/c19b0e1e-c037-4490-a37f-fc776cf83ef9_20250605T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi, one question, um, so for my, I use, I use you, you guys for the gap insurance. Um, how does that work? Do I pay it and then I bill you or you pay the insurance to the provider?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, so it depends on who files the claim um I always recommend giving that information to wherever you go for treatment. um, if that provider will file the claim for you, then of course we would send that payment information to them. um, if you prefer or if they wouldn't be willing or anything like that, you can still file that claim on your own and then we would send that benefit, uh, payment to you.
[CUSTOMER][NEUTRAL] You're going to see.
[CUSTOMER][POSITIVE] Oh perfect, perfect.
[CUSTOMER][NEUTRAL] 3, no, no, 33.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK. Do, uh, do me a favor because I lost my card. Um, how do I get, how do I get, yeah, OK.
[AGENT][POSITIVE] Sure, I can send you another one.
[AGENT][NEUTRAL] I can send that to you, yeah, what was your name please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] The last name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Got it thank you and then uh [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] The wrong wrong.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Let's see, do you have your policy number by chance?
[CUSTOMER][NEUTRAL] No, I don't let me see, hold on, um.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] It's OK. I can also start choosing your social if that's easier.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, that's perfect. [PII].
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Got it thank you one moment.
[AGENT][NEUTRAL] There we are, alright, just gonna verify some information really quick, uh, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect all right I appreciate you verifying that. um, now I can send a physical copy in the mail or I can email you one or I can do both. Uh, what would you prefer?
[CUSTOMER][NEUTRAL] Email, email, email, email, email is fine.
[AGENT][POSITIVE] Absolutely. OK, what's a good email address for you?
[CUSTOMER][NEGATIVE] OK, that's LAG.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that was [PII] correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Got it. OK, I will go ahead and send that now you should be getting it here shortly. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] OK, thank you. No, thank you so much.
[AGENT][POSITIVE] Alright, yeah thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][POSITIVE] Thank you bye bye.