AccountId: 011433970860
ContactId: a663c953-8edb-44e1-983b-a426d0bda811
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 48139 ms
Total Talk Time (AGENT): 19919 ms
Total Talk Time (CUSTOMER): 18497 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/a663c953-8edb-44e1-983b-a426d0bda811_20250508T14:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, uh, I'm calling because just to see if I could get like better coverage on my plan.
[CUSTOMER][NEUTRAL] Like upgrade it maybe.
[AGENT][NEUTRAL] Upgrade, um, so that's not something that we're able to do that is something that you would have to speak with your employer to see if that's uh something that they offer, see what kinds of plans that they offer that you might be able to choose something different.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright. Uh, are you, is it, it only goes through the uh employer?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, alright then, thank you, that's it.
[AGENT][POSITIVE] You're welcome thank you bye bye.
[CUSTOMER][NEUTRAL] Right.