AccountId: 011433970860
ContactId: 280970d9-4c0f-4329-8096-efd239f9b576
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62639 ms
Total Talk Time (AGENT): 22331 ms
Total Talk Time (CUSTOMER): 29409 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/280970d9-4c0f-4329-8096-efd239f9b576_20250619T17:16_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm looking for some disability insurance, um, a friend of mine at work gave me.
[CUSTOMER][NEUTRAL] This company, so I'm calling inquiring about what's it all about.
[AGENT][NEUTRAL] OK, um, do you, do you have, who is your employer?
[CUSTOMER][NEUTRAL] Um, LA County Fire.
[AGENT][NEUTRAL] Um, so we offer a group, uh, so it has to be offered by your group and, um, obtained through your group, so you'd wanna contact your human resources.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, other guys, OK, so go to I've never had to ever do that for insurances.
[CUSTOMER][NEGATIVE] I can't go direct to you it's just for myself, not for anybody else, just for me.
[AGENT][NEUTRAL] No, we don't sell individual policies, so it has to be done through an employer.
[CUSTOMER][POSITIVE] Oh, got you. OK, now I know that. Thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] You too bye.