AccountId: 011433970860
ContactId: 094e6a9a-806e-42b3-b859-7a3bb6cf8bf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103019 ms
Total Talk Time (AGENT): 51619 ms
Total Talk Time (CUSTOMER): 31512 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/094e6a9a-806e-42b3-b859-7a3bb6cf8bf3_20250220T19:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I had questions about how what it would cost to sign up with y'all.
[AGENT][NEUTRAL] OK, um, all of our policies are through the employer. We don't have like, um, individual coverage, we have group coverage. Does your, do you know if your employer uses?
[CUSTOMER][NEUTRAL] Oh, I thought, I thought I saw on the.
[CUSTOMER][NEUTRAL] I don't know. I, I thought I saw that y'all had individual stuff on your website.
[AGENT][NEUTRAL] I mean, we have individual under the group, but like we can't offer you an individual policy.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Like on your own.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Damn
[AGENT][NEUTRAL] But you can check with your HR department and um if they use APL they'll um go ahead and get you in, well, they'll take you through the steps to get enrolled and then send us the enrollment.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, uh, is there any way you could look up to see if my employer uses y'all?
[AGENT][NEUTRAL] Sure. What's the name of your employer?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Is it Rollins Movie in storage?
[CUSTOMER][NEUTRAL] No, it's a Rollins Incorporated it's a.
[CUSTOMER][NEUTRAL] Big company and mostly pest control and things.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK. No, I don't see them as one of our groups.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Was there anything else I can help with? You're welcome. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] All right well I appreciate you thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye