AccountId: 011433970860
ContactId: 5c4762c2-0b3b-4d26-ae55-a39cbf630d56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96080 ms
Total Talk Time (AGENT): 30452 ms
Total Talk Time (CUSTOMER): 61792 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/5c4762c2-0b3b-4d26-ae55-a39cbf630d56_20250530T19:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yeah, good afternoon there, [PII]. Uh, yeah, I, I'm unemployed. Yeah, hey there, I'm unemployed with BGSF. My name is [PII], and I was trying to get a message over to, uh, [PII], but it bounced back to me, um, so I'm not sure if I have a correct spelling. I was wondering if you can help me out.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, you said [PII]?
[CUSTOMER][NEUTRAL] How can
[CUSTOMER][NEUTRAL] Yeah, I think she's in HR.
[CUSTOMER][NEUTRAL] Alright, and she, she left a message saying that's, you know, where I could send the email to, but she didn't, she didn't give me the spelling, so I'm not sure if I'm spelling it right or.
[CUSTOMER][NEUTRAL] on her voicemail.
[AGENT][NEUTRAL] HR for your employer or for your American public life?
[CUSTOMER][NEUTRAL] Uh, well, I, I'm a part of, you know, your team, their BGSF as, you know, a building, uh, maintenance, uh, technician, and I need to send her some documentation.
[CUSTOMER][NEUTRAL] Um, she's in the HR department.
[AGENT][NEUTRAL] OK, let me pull up your policy and I'll see, um, but I can definitely help you. And um may I have your policy number?
[CUSTOMER][NEUTRAL] Oh, you know, down
[CUSTOMER][NEUTRAL] OK. Is this, uh, is this BGSF in, in [PII]?
[AGENT][NEUTRAL] This is American Public Life. This is your insurance company.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So you're not calling the actual employer?
[CUSTOMER][NEUTRAL] Oh, OK. I, you know, I.
[CUSTOMER][NEUTRAL] I may have dialed the wrong number. I didn't mean to contact you. I'm, I'm sorry about that. OK, sorry about that.
[AGENT][NEUTRAL] Oh, it's OK.
[AGENT][NEUTRAL] It's all right. Well, was there anything? All right, well, thanks for calling APL.
[CUSTOMER][POSITIVE] OK, alright, thanks a lot now.
[CUSTOMER][NEUTRAL] No, no, no, OK, thank you. OK, bye.
[AGENT][NEUTRAL] Bye bye.