AccountId: 011433970860
ContactId: 9f9ac851-1fba-4d46-beac-ab6f753725fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133470 ms
Total Talk Time (AGENT): 73549 ms
Total Talk Time (CUSTOMER): 41141 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/9f9ac851-1fba-4d46-beac-ab6f753725fa_20250207T20:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, hi, [PII]. I am calling um because I wanted to see how I can get a policy.
[AGENT][NEUTRAL] Alright, so you already have a policy or you're trying to purchase one?
[CUSTOMER][NEUTRAL] I'm trying to purchase one.
[AGENT][NEUTRAL] All right. And what was your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] All right, Miss [PII], um, do you currently work? um
[AGENT][NEUTRAL] With a group that we have or are you trying to purchase one individually?
[CUSTOMER][NEUTRAL] Individually.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I, I, um, my husband has you guys to his employer, um, so I was interested in getting a policy, but it would be individually.
[AGENT][NEUTRAL] OK. So, unfortunately, Ms. [PII], we're not offering any individual policies at this time, um, but he could check with his HR about having you added on to his policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And his job, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I guess I'll uh
[CUSTOMER][POSITIVE] I will I'll pursue that. Thank you.
[AGENT][POSITIVE] No problem, Miss [PII]. Was there anything else I could do for you?
[CUSTOMER][NEUTRAL] Do you guys occasionally offer individual policies? Can I get like on a wait list or something?
[AGENT][NEUTRAL] No ma'am, um, we used to offer them a long time ago, um, and, uh, we stopped and I'm not sure if we're going to start back at any point. There's no word on that, so, um, we've just been told that at this time we're not offering any individual policies.
[CUSTOMER][POSITIVE] OK. All right. Well, thank you for the information.
[AGENT][POSITIVE] No problem, Ms. [PII] and I'm sorry I couldn't help you any further, but you have a wonderful day and thank you so much for calling APL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you. You, you do the same. Take care.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.