AccountId: 011433970860
ContactId: 0984b235-d836-44f4-a29a-39c6639d9a7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 46349 ms
Total Talk Time (AGENT): 23001 ms
Total Talk Time (CUSTOMER): 14478 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/0984b235-d836-44f4-a29a-39c6639d9a7f_20250409T20:19_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] Yes, I'm trying to see the how do the individual um hospital plan.
[AGENT][NEUTRAL] You're wanting to know if we have policies for individuals?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] We do, but through the employer, like if you're trying to get it like on your own, we don't have an individual, but we, through your employer, yes, we do have individual policies.
[CUSTOMER][NEUTRAL] OK, so, um, is it for all your plans or just um the hospital plan?
[AGENT][NEUTRAL] All of our policies are through the employer.
[CUSTOMER][POSITIVE] OK, alright, that's all I needed thank you.
[AGENT][POSITIVE] You're welcome. Well thanks for calling APL. Bye-bye.