AccountId: 011433970860
ContactId: 4c91620f-a60b-4713-8165-38901e7254af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57099 ms
Total Talk Time (AGENT): 28811 ms
Total Talk Time (CUSTOMER): 24932 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/4c91620f-a60b-4713-8165-38901e7254af_20250506T21:58_UTC.wav
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[CUSTOMER][NEUTRAL] Good morning, but I, I just.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, I'm a good day. I was just calling to see um if you sell gas insurances.
[AGENT][NEUTRAL] We do sell gap insurance, but we don't sell to individuals we sell like if you work for a company and they want to get our insurance then we sell it through groups.
[CUSTOMER][NEUTRAL] Oh, OK, I see. OK. OK, so it's a group policy. um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. Have a nice day.
[AGENT][POSITIVE] You're so welcome and thank you for thinking about us. I appreciate that. I hope you, hope you find somebody you're happy with.
[CUSTOMER][POSITIVE] Oh, you're welcome. Anytime.
[CUSTOMER][POSITIVE] OK. Thank you. I appreciate it. Have a wonderful day.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You too. Bye bye, ma'am.
[CUSTOMER][NEUTRAL] You too. Bye-bye.