AccountId: 011433970860
ContactId: a6224403-2da1-48d9-8795-e190ecacd4f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132889 ms
Total Talk Time (AGENT): 34886 ms
Total Talk Time (CUSTOMER): 38540 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/a6224403-2da1-48d9-8795-e190ecacd4f0_20250514T17:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah this is uh [PII] from Osio Wisconsin. I, I work for Osio Auto sales. They have uh.
[CUSTOMER][NEUTRAL] American Public Life dental insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm filling out the app and can you tell me how much uh the enhanced uh premium would be for a husband and wife?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, 715.
[CUSTOMER][NEUTRAL] 533
[CUSTOMER][NEUTRAL] 255-3 um I'm a new employee and I'm filling out the paperwork and uh.
[CUSTOMER][NEUTRAL] And I guess I was just she wasn't sure about premium so that's why I'm calling you.
[CUSTOMER][NEUTRAL] It's Oso Auto motive sales and service Oso, Wisconsin.
[AGENT][NEUTRAL] Let me check real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Since you don't have the dental insurance right now, I'm, I cannot give premiums over the phone or I cannot give you a premium you'll need to call your um.
[AGENT][NEUTRAL] Employer and they should have those rates for you.
[AGENT][NEUTRAL] Because this one will be through your employer, so your employer will your employer will have that information.
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][NEUTRAL] You and you don't have it?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][POSITIVE] OK all right thanks.
[AGENT][NEUTRAL] That that one will be through your employer.
[CUSTOMER][POSITIVE] Alright thanks.
[AGENT][POSITIVE] Great thank you so much. Thank you for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thanks.