AccountId: 011433970860
ContactId: 76f4c39d-470f-4822-b1ce-22f249d7b7fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 63759 ms
Total Talk Time (AGENT): 20441 ms
Total Talk Time (CUSTOMER): 45000 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/76f4c39d-470f-4822-b1ce-22f249d7b7fc_20250515T21:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Uh, yes, I am calling. I was trying to go online and get some um vision doctor's information, but there's something wrong with your online system when you're trying to get your providers.
[AGENT][NEUTRAL] OK, um, well, we don't do vision. Are you going, where, what side are you going to?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what, what company have I, have I reached after that?
[AGENT][NEUTRAL] Um, this is American Public Life. We do like dental and then like medical supplement plans, short term disability and life insurance.
[CUSTOMER][NEUTRAL] OK, OK, well, uh, I, I, I got the dentist information, so, uh, they tell me this MetLife. I'm sorry, I thought I was calling Midlife.
[AGENT][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] Let me, let me try and find their information. OK, thank you.
[AGENT][NEUTRAL] OK, um,
[AGENT][POSITIVE] Thank you, bye bye.