AccountId: 011433970860
ContactId: 4507865e-89ee-4f0f-b5db-59d0132040fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67279 ms
Total Talk Time (AGENT): 34047 ms
Total Talk Time (CUSTOMER): 30330 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/2025/02/27/4507865e-89ee-4f0f-b5db-59d0132040fb_20250227T20:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm great. I have a question. I have a young lady on my line who wants to know if we offer the insurance in her state. Who would she need to speak to about that?
[AGENT][NEUTRAL] Um, is she like a broker?
[CUSTOMER][NEUTRAL] She did not say, she said she spoke with someone before and they told her to call back they might offer it at the first of the year. So I'm not sure if she's individual.
[AGENT][NEUTRAL] If she's an individual with um,
[AGENT][NEUTRAL] An employer, it has to be, it has to go through her employer if they offer. If not, um, we don't sell individual products. If she's a, yes, if she's a broker, that will go to broker resources.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, got it thank you I appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.