AccountId: 011433970860
ContactId: 2cfda28d-d6e8-4752-bde6-4b01aebd836d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128779 ms
Total Talk Time (AGENT): 37984 ms
Total Talk Time (CUSTOMER): 38128 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/2cfda28d-d6e8-4752-bde6-4b01aebd836d_20250401T20:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling, um, I work for a company and I don't think I ever enrolled for, um, like the term life insurance, the disability and something else and I was just calling to find out how I could or if I could.
[AGENT][NEUTRAL] OK, um, I can see if you have something on file. You want me to check that first?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] Uh [PII], last name [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, pulling it up. Just give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You have a good callback number?
[CUSTOMER][NEUTRAL] Uh, yes, it's uh [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, your first name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][MIXED] It's just a bit slow. Sorry about that.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] Yeah, I don't have you in our system so if it's through your employer, you would wanna give your human resources a call and then they can help you um talk to you if you're eligible and when you how you can sign up and stuff.
[CUSTOMER][POSITIVE] Oh, OK. Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling ATL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too, bye.