AccountId: 011433970860
ContactId: 21b97934-de45-4910-81d9-9cb87b0999e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347420 ms
Total Talk Time (AGENT): 51110 ms
Total Talk Time (CUSTOMER): 44996 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/21b97934-de45-4910-81d9-9cb87b0999e7_20250425T18:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey there, this is [PII]. I'm hoping you can help me or point me in the right direction. My husband and I have a small business and we're looking for some supplemental help. um.
[CUSTOMER][NEUTRAL] Are you the right person or do I need to be transferred?
[AGENT][NEUTRAL] Uh
[AGENT][MIXED] I, I am not the right person for that, but I will lead you in the right direction.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Just 1 2nd, OK?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So usually you would sign up with your employer?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I am the employer.
[AGENT][NEUTRAL] For the supplemental health?
[AGENT][NEUTRAL] Oh, did you, so did your uh work offer APL?
[CUSTOMER][POSITIVE] So this would be a new account, like my, my husband and I own the business.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh, and you're looking for.
[CUSTOMER][NEUTRAL] Yeah, so we're looking for.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK. I'm so sorry you did say that.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me put you on a brief hold and reach out to a colleague, OK?
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] from the care team. Uh, hold on. I have someone on the line and her and her husband are looking to sign up for APL insurance.
[CUSTOMER][NEUTRAL] Um, OK, that would be a new business, uh, that wouldn't be billing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. I wasn't sure and.
[AGENT][POSITIVE] OK, thank you for your time.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] OK, bye.