AccountId: 011433970860
ContactId: c5b0fa80-3027-4f48-bd9f-92ae0d7cd9ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169360 ms
Total Talk Time (AGENT): 84173 ms
Total Talk Time (CUSTOMER): 44829 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/c5b0fa80-3027-4f48-bd9f-92ae0d7cd9ab_20250604T18:57_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. My employer recently, um, started as of [PII] of, of providing gap insurance through you guys, and I wanted to, uh, see if I can get the information for an upcoming visit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're wanting to find out if a visit is covered by your policy, is that correct?
[CUSTOMER][NEUTRAL] No, I need the policy information.
[AGENT][NEUTRAL] You're needing to get your policy number?
[CUSTOMER][POSITIVE] Like the memory.
[CUSTOMER][NEUTRAL] Yeah, the policy number and
[AGENT][POSITIVE] Yes, ma'am. I can help you with that, Ms. [PII]. What is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your full social security number so that I can look up your information, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So, that's [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. One moment please while I locate your information.
[AGENT][NEUTRAL] OK, so again, that was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I currently I can't pull anything up with your social. Who do you work for Ms. [PII]?
[CUSTOMER][NEUTRAL] Paradigm Senior Services LLC.
[AGENT][NEUTRAL] Is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] Paradigum, like [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the full name of it again, please?
[CUSTOMER][NEUTRAL] Paradigm Senior Services.
[AGENT][NEUTRAL] OK, could it possibly be listed any other way? I don't have a group in our system at this time by that name.
[CUSTOMER][NEUTRAL] No, that's the only name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So what I would recommend um for you today [PII] is to reach out to your HR department. This may be something that is still in the in the works, but at the at this time I do not have a group in our system under the name of Paradigm Senior Services.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, well, you're very welcome. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] That'll be all. Have a great day.
[AGENT][POSITIVE] OK. I hope you have a great day too, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye