AccountId: 011433970860
ContactId: 3e86bc20-1c5d-4ea0-973e-f8345d38f2ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179449 ms
Total Talk Time (AGENT): 77127 ms
Total Talk Time (CUSTOMER): 59591 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/3e86bc20-1c5d-4ea0-973e-f8345d38f2ca_20250117T19:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. My name is [PII]. I work for HG Staffing.
[CUSTOMER][NEUTRAL] And I just want some information about the coverage APL.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Stuff like that.
[AGENT][NEUTRAL] Sure we could take a look at your coverage um let's see, can I first get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you and then do you have your policy number?
[CUSTOMER][NEGATIVE] I don't have a policy. That's why I'm calling back.
[AGENT][NEGATIVE] Oh, you don't have a policy with us.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Oh I see. OK, sorry about the confusion right, um, let's see, we do offer a number of different kinds of policies um that information should be available through your employer.
[AGENT][NEUTRAL] Their HR department should have that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like a pamphlet or something?
[AGENT][NEUTRAL] We don't offer individual policies, it would have to be through an employer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, sorry there's not more I could do to help. I would definitely get with them as soon as you're able to, and they'll be able to give you that information.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Well, I'm not full time employee. I'm staffing I.
[AGENT][NEUTRAL] I understand they could still offer some sort of coverage.
[CUSTOMER][NEUTRAL] They directed us to HG and then the HG staffing gave us this.
[AGENT][NEUTRAL] If that's the HG staffing is that who you work for?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, if they're partners with us, um, then they would be able to uh show you what kinds of policies they have available.
[CUSTOMER][NEUTRAL] I have a booklet here that they gave me the number on it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would it be in this? I haven't looked through it. Let me look through it, see if it says.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Gives me any information that would it be in this?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh, I'm not quite sure. I'm not quite sure what it is. um, all I know is that enrollment and plan types are all going to be through your employer.
[CUSTOMER][NEUTRAL] So I just got it.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] I see Met life in here.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah, there's APL. Let me read up on this through here because I haven't looked at it yet. I just called your number.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome, OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] So what was your name again?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK thank you [PII].
[AGENT][POSITIVE] Yes sir, definitely let us know if you have any other questions.
[CUSTOMER][POSITIVE] OK, I'll holler back at you if I need you.
[AGENT][POSITIVE] All right thank you have a great weekend, sounds good.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.