AccountId: 011433970860
ContactId: 604a0a09-1626-494e-bdf6-c7dcb2c3baf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122010 ms
Total Talk Time (AGENT): 42264 ms
Total Talk Time (CUSTOMER): 53922 ms
Interruptions: 4
Overall Sentiment: AGENT=2.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/604a0a09-1626-494e-bdf6-c7dcb2c3baf6_20250612T19:23_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][POSITIVE] Good afternoon. Thank you for calling. My name is [PII].
[CUSTOMER][POSITIVE] Yes, my grandson gave me y'all's number and for me to call y'all and see about life insurance for me.
[AGENT][NEUTRAL] OK, like you're wanting to enroll?
[CUSTOMER][NEUTRAL] Yes, I need to see about getting a policy through y'all.
[AGENT][NEUTRAL] OK. Now, all of our policies are through the employer, um, but I can give you the number to um Business Workers of America who works with us with individuals so that you can get a policy.
[CUSTOMER][NEUTRAL] OK, now all of
[CUSTOMER][NEUTRAL] E
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] who works with us with individual so that she can get.
[AGENT][NEUTRAL] Alright, um, hold on one moment, let me get the number for you.
[CUSTOMER][NEUTRAL] OK, give me that number.
[AGENT][NEUTRAL] Alright, and it's 1877.
[AGENT][NEUTRAL] 247.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 247.
[AGENT][NEUTRAL] 886 8.
[CUSTOMER][NEUTRAL] Who is this?
[AGENT][NEUTRAL] This is Business Workers of America.
[CUSTOMER][NEUTRAL] What company is this? Workers.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] America
[CUSTOMER][NEUTRAL] OK, I'll call them because he didn't know you know he, he just knows he's got, you know, that through his through his work, he didn't know that.
[CUSTOMER][POSITIVE] So, OK, thank you a lot. I'll call them.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] You're very welcome. was there.
[CUSTOMER][NEUTRAL] No, I just need some life insurance.
[AGENT][POSITIVE] Alrighty. Well, I hope they're able to assist you so we can work with you.
[CUSTOMER][NEUTRAL] You know that's all I need.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] for you