AccountId: 011433970860
ContactId: 4de2787c-6e7d-4c37-ba21-f0c8068d0c6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 43409 ms
Total Talk Time (AGENT): 15719 ms
Total Talk Time (CUSTOMER): 27458 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/4de2787c-6e7d-4c37-ba21-f0c8068d0c6e_20250107T17:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good morning. I have um a family policy through my former employee, employer, and one of my sons turns [PII] today, and I understand he won't be eligible to stay on the policy with me.
[CUSTOMER][NEUTRAL] Um, and I was looking to see, do y'all offer individual, a non-group type coverage?
[AGENT][NEUTRAL] No, sir, we only sell to the groups at this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And their employees.
[CUSTOMER][NEUTRAL] Yeah, OK, well, I'll have to find somebody else in. That was it.
[AGENT][POSITIVE] Oh goodness, I'm sorry.
[CUSTOMER][POSITIVE] Me too. Well, thanks for your help.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.