AccountId: 011433970860
ContactId: 157be155-1628-4427-b90c-851911349587
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123779 ms
Total Talk Time (AGENT): 48430 ms
Total Talk Time (CUSTOMER): 76000 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/157be155-1628-4427-b90c-851911349587_20241230T20:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So this is [PII] with River Rental Tools. I'm group number 25078.
[AGENT][NEUTRAL] OK, thank you. Let me pull that one moment.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] With that
[AGENT][NEUTRAL] And I need to verify the mailing address and email address on file.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. And how may I assist you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] I need to know which products you offer are pre-tax and post tax.
[CUSTOMER][POSITIVE] Feel that purpose in the past that God had laid out for them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm afraid I have the wrong information in how it's broken down on on how I have it deducted so like I I that do you have a list a ready list?
[AGENT][NEUTRAL] Um, since we have so many products, um, I don't have a list right here that I can tell, but let me check and see what products you have.
[CUSTOMER][NEUTRAL] And for everything other than life and disability is pre-tax, is that correct? Is that correct?
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yes, a pre-tax it it applies to accident, critical illness, cancer.
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] No, no, no, post tax is only any term life and any disability is that the only two that's post tax?
[AGENT][NEUTRAL] Post.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, that's what I need to know. OK, thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No ma'am, thank you very much.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Yeah