AccountId: 011433970860
ContactId: 2fa003a1-3e47-4418-9d3e-6b23f3072753
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170899 ms
Total Talk Time (AGENT): 44730 ms
Total Talk Time (CUSTOMER): 43863 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/2fa003a1-3e47-4418-9d3e-6b23f3072753_20250218T13:10_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. I'm calling to um sign up again for insurance. I did have it before, but I
[CUSTOMER][NEUTRAL] Change jobs so I will resign my job get a bit off of it.
[CUSTOMER][NEGATIVE] I be off.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, do you have a policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, I think I do
[CUSTOMER][NEUTRAL] But over
[CUSTOMER][NEUTRAL] My number is 0243.
[CUSTOMER][NEUTRAL] 4281.
[AGENT][NEUTRAL] And your name please?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you and can I get a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and hold just a moment while I pull up your policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm showing you had a dental policy with us.
[AGENT][NEGATIVE] But it was canceled in January of last year.
[CUSTOMER][NEUTRAL] Yeah, I want to restart it but but I, I want the benefit too, so you're not the benefit one too.
[AGENT][NEUTRAL] OK, uh, in order to sign back up again you would need to go through universal Trucking and I can give you their phone number or I can transfer you to them either way.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah, what's
[CUSTOMER][NEUTRAL] What's the phone number?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alright man thank you I appreciate that.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with IPL?
[CUSTOMER][NEUTRAL] So no, I think I'm gonna call them first but I think then I, you know, call you back.
[AGENT][POSITIVE] OK, well thank you for calling APL and you have a wonderful morning, Mr. um [PII].
[CUSTOMER][NEUTRAL] He was the