AccountId: 011433970860
ContactId: 14d2cb62-5534-443a-8a7c-74ac11f3cd9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 43319 ms
Total Talk Time (AGENT): 24279 ms
Total Talk Time (CUSTOMER): 19870 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=3.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/14d2cb62-5534-443a-8a7c-74ac11f3cd9e_20250207T18:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling because I wanted to inquire on how do I sign up for a secondary insurance with you guys? How does that work? Cause I, I see a lot of people have it, but I don't know if it's their job or is it like private.
[AGENT][NEUTRAL] Uh, it has to be through your employer. Um, our company is an employer-based insurance company, so it has to be offered to your employer and then you have to contact your group administrator as far as um them helping you getting the policy, you have to contact them.
[CUSTOMER][POSITIVE] Got it. OK, OK. OK, got it. Thank you. Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL.
[CUSTOMER][POSITIVE] Bye, thank you.
[AGENT][NEUTRAL] Bye.