AccountId: 011433970860
ContactId: 44443d75-e504-4433-a1bd-3b790b4eb26b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58020 ms
Total Talk Time (AGENT): 20549 ms
Total Talk Time (CUSTOMER): 24982 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/44443d75-e504-4433-a1bd-3b790b4eb26b_20250107T23:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes, I was actually calling to enroll in the cover.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you're calling to enroll in coverage with us, is that correct?
[CUSTOMER][NEUTRAL] Yeah, this Coro, right?
[AGENT][NEUTRAL] No, ma'am. This is American Public Life.
[CUSTOMER][NEGATIVE] Oh, I don't know why they directed for you too.
[CUSTOMER][NEUTRAL] So, OK, so y'all are not under COPA, so COA is something completely different.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Right, COR will have to be done through your employer.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Thank you. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] All right, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah