AccountId: 011433970860
ContactId: 2d5dd4c1-43e0-4c51-acc3-57b68d5d2edd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68660 ms
Total Talk Time (AGENT): 31718 ms
Total Talk Time (CUSTOMER): 22379 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/2d5dd4c1-43e0-4c51-acc3-57b68d5d2edd_20250228T20:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, uh, good afternoon. I was calling because, um, in the mail, I got dental insurance and I have not got the vision one.
[AGENT][NEUTRAL] Well, our company doesn't offer vision insurance. Who is your employer with?
[CUSTOMER][NEUTRAL] Uh, life staffing.
[AGENT][NEUTRAL] Live staffing.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Give me a second.
[AGENT][NEUTRAL] Uh, you, OK.
[CUSTOMER][NEUTRAL] HG Staffing.
[AGENT][NEUTRAL] OK, you may have to contact benefits in a card, excuse me, and they'll be able to verify who you have vision insurance with. I can give you their phone number if you like.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.