AccountId: 011433970860
ContactId: e689969d-1225-4de9-acb9-db55aded4728
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198000 ms
Total Talk Time (AGENT): 97775 ms
Total Talk Time (CUSTOMER): 87880 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/e689969d-1225-4de9-acb9-db55aded4728_20250127T20:37_UTC.wav
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[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was, had a, is this like for health insurance or just uh like uh a life insurance policy? I work for uh ATS.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I was trying to see.
[CUSTOMER][NEUTRAL] How if this was a life insurance policy I know we got insurance. I was trying to change my beneficiary.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] If this is, if this is this health insurance or or for you in case something happened to you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] Sure, we offer all kinds of different supplemental coverage, um, and one of them is, uh, life insurance, but not all we offer but we do offer that, um, did you want me to see if you had a life policy with us?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can absolutely help with that. um, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, and really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you. um, do you have a policy number? If not, I can start using your social.
[CUSTOMER][NEUTRAL] You could try my social because I don't uh.
[AGENT][POSITIVE] OK, no worries.
[CUSTOMER][NEUTRAL] My social is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] I'm so sorry, what did you say your last name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Well, I am not seeing you in our system. I, I don't, didn't get any results with that social, so it doesn't look like you have a policy with us.
[CUSTOMER][NEUTRAL] And and
[CUSTOMER][NEUTRAL] And, and that's what, that's what health, what is that for?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] What was you checking for?
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Just a policy in general if you had any policies with us um because we do offer, we offer all kinds of policies we do offer some that are medical but we mainly supplemental so dental um life, short term disability things like that.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Well, how much is the
[CUSTOMER][NEUTRAL] Would you have to take a physical and all that stuff for the disability?
[AGENT][NEUTRAL] No, not at all um I will say that our, uh, policies are they're not for just individuals wouldn't be able to sign up for them, uh, it would have to be through an employer was how you would get our policies.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] OK, OK, so maybe I'm calling to they gave me and you said this was for health, life, and all that other stuff too, right? So it's no policy at all.
[AGENT][NEUTRAL] We offer a bunch of different supplemental, um, yes, it's supplemental coverages that we offer.
[CUSTOMER][NEUTRAL] OK, well let me call this other number and see what's.
[AGENT][POSITIVE] OK, yeah, sorry about the confusion.
[CUSTOMER][NEUTRAL] I know we got I know I got like a.
[CUSTOMER][NEUTRAL] I know. I, I there's no confusion. I, I know we got some type of life insurance in case we get hurt out here, but um, they gave me two numbers. Let me, let me try the other number and see what will become of that. OK, alright, thank you.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] OK, absolutely, for sure, yeah, you're welcome. I hope you have a great rest of your day bye bye.
[CUSTOMER][NEUTRAL] Yeah bye bye.
[CUSTOMER][NEUTRAL] You too bye.