AccountId: 011433970860
ContactId: 77cc9d8b-7aa3-4822-af95-0500ab3645e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130160 ms
Total Talk Time (AGENT): 76652 ms
Total Talk Time (CUSTOMER): 57824 ms
Interruptions: 6
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/77cc9d8b-7aa3-4822-af95-0500ab3645e8_20250514T15:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, can you tell me, uh, how much, uh, coverage would cost? I'm a, I'm a new employee at Osteosteo.
[CUSTOMER][NEUTRAL] Auto sales and service.
[AGENT][NEUTRAL] OK, um, so each employer has different policies, so you'll have to reach out to your HR department to see what policies they're presenting to you all to choose from, and they'll let you see and you can pick which one, you know, works best for you.
[AGENT][NEUTRAL] And then they'll send everything over to us.
[CUSTOMER][NEUTRAL] Well, I have a
[CUSTOMER][NEUTRAL] I have a sheet of paper in front of me that I'm supposed to fill out. Will that help you?
[AGENT][NEUTRAL] No, if you don't have a policy with us as of now, right?
[CUSTOMER][POSITIVE] Sorry to ask you a question. How are you?
[CUSTOMER][NEUTRAL] Well, O4 does. My, my employer has it with you.
[CUSTOMER][NEUTRAL] And I've got a sheet I need to fill out but I just wonder what it what it's gonna cost me. 791-392-467801.
[AGENT][NEUTRAL] Right, so what I'm saying is you'll have to reach out to your HR department to see, ask them what, what policies they're giving you to choose from, each.
[AGENT][NEUTRAL] Group, each employer is different. So, I can't just pull it up.
[CUSTOMER][NEUTRAL] Yeah they there's only one.
[CUSTOMER][NEUTRAL] There's only one.
[AGENT][NEUTRAL] You have one employer, but
[CUSTOMER][NEUTRAL] On policy.
[AGENT][NEUTRAL] Do, do you have a current policy with APL?
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] Right, so if there so.
[CUSTOMER][NEUTRAL] But my employer does.
[AGENT][NEUTRAL] Right, so that's why I'm advising you to go to your HR department. They're, they're going to have a different options that you can pick from.
[CUSTOMER][NEUTRAL] OK, so we got this thing finished up.
[CUSTOMER][NEUTRAL] But there was no towing on here.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] It's going to show the prices and you pick which one you like and then they will send it to us so that we can enroll you. But every employer group that we have has different policies. So that's why we're directing you to HR so you can see what they have specifically for their employees.
[CUSTOMER][POSITIVE] But I sent it in, so this thing should be good to send out. OK.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that should do it. Thank you, bye.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. Have a great day. Bye-bye.