AccountId: 011433970860
ContactId: 2be29dc3-91da-4ffc-80c1-f52ad09996b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75389 ms
Total Talk Time (AGENT): 34429 ms
Total Talk Time (CUSTOMER): 18488 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/2be29dc3-91da-4ffc-80c1-f52ad09996b2_20250217T21:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling Yale. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, I don't.
[AGENT][POSITIVE] I'm good how are you doing?
[CUSTOMER][NEUTRAL] OK, thank you. Uh, the insurance company?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK. What kind of insurance do you have?
[AGENT][NEUTRAL] Oh, we have policies that you can get through your employer.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you go to your employer and if they carry, we, if they carry our insurance, then you can sign up.
[CUSTOMER][NEUTRAL] You have the
[AGENT][NEUTRAL] For your its benefits through through your.
[CUSTOMER][NEUTRAL] I didn't, he didn't have.
[AGENT][NEUTRAL] Mhm. Yes, sir.
[CUSTOMER][NEUTRAL] I didn't have an individual?
[AGENT][NEUTRAL] No we don't sell individual policies.
[CUSTOMER][NEUTRAL] Individual cover.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Only through groups.
[CUSTOMER][NEUTRAL] OK then, sorry.
[AGENT][POSITIVE] That's OK. You have a good day. We appreciate you thinking about us.
[CUSTOMER][POSITIVE] You're welcome. Have a good day.
[AGENT][POSITIVE] You too, sir. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.