AccountId: 011433970860
ContactId: 7bd5d7eb-dd06-4c34-abef-945818eae5de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75169 ms
Total Talk Time (AGENT): 8129 ms
Total Talk Time (CUSTOMER): 32546 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/7bd5d7eb-dd06-4c34-abef-945818eae5de_20250604T18:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are we doing? I just had a quick question. I think I called the right number, but I had some policy questions. Um, I just recently started with a new company and I'm now applicable for the insurance and benefits, um, and I'm looking for some guidance as far as making the best decision on which policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I see, so you don't currently have a policy with us at this time. You just.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Did I lose you? Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello? She's not there. Hang up.
[CUSTOMER][NEUTRAL] Well, I want her to hang up, so she calls me back because the line got disconnected.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Mm.