AccountId: 011433970860
ContactId: c7cc1754-a04b-455d-8801-e67f19b46b5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153619 ms
Total Talk Time (AGENT): 54956 ms
Total Talk Time (CUSTOMER): 30600 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/c7cc1754-a04b-455d-8801-e67f19b46b5f_20250502T17:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I just got disconnected, but I was trying to, uh, set up an online account and it was saying no user was found.
[AGENT][NEUTRAL] OK, well, I can try to assist you with that, Mr. [PII]. And do you happen to have a policy number?
[CUSTOMER][NEUTRAL] No, because, uh, our work just switched insurance companies and then they offered gap insurance to you and I just signed up.
[AGENT][NEUTRAL] OK, um, what is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's see one moment.
[AGENT][NEUTRAL] And [PII], is that with a [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the name of your employer or group?
[CUSTOMER][NEUTRAL] Uh, it might be under paychecks or RNS machine. I don't, I don't know because we went through a payroll company.
[AGENT][NEUTRAL] And what was the other one you said Paychecks or RF machines?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh I'm so sorry. I don't show the group in our system. I don't show you as having a policy with us, um.
[AGENT][NEUTRAL] You may have to contact your employer and they can verify if there's any insurance with us, but I don't show y'all in the system.
[CUSTOMER][NEUTRAL] Mm, OK, I'll contact the uh payroll company and see what they're saying.
[AGENT][POSITIVE] OK. I'm so sorry, Mr. [PII]. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that'd be it.
[AGENT][POSITIVE] OK, well I thank you for calling APL. Have a great day and weekend.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.