AccountId: 011433970860
ContactId: a95c3180-f630-45cc-bc86-9e4b2c626f3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 56340 ms
Total Talk Time (AGENT): 22900 ms
Total Talk Time (CUSTOMER): 16761 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/a95c3180-f630-45cc-bc86-9e4b2c626f3a_20250506T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was calling um about your BWA uh product, um.
[CUSTOMER][NEUTRAL] Uh, if you guys offer fixed identity plans, is that correct?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Like hospital hospital indemnity?
[CUSTOMER][POSITIVE] Yeah, I believe that's what it is for you guys.
[AGENT][NEUTRAL] Uh, we do for groups, yes.
[CUSTOMER][NEUTRAL] For groups, so you can tell the individual to families or individuals?
[AGENT][NEUTRAL] Yeah, so like we work with brokers who like work with like groups or um
[AGENT][NEUTRAL] Businesses like it we can't just insure like one person.
[CUSTOMER][POSITIVE] Got it. OK, thank you.
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You too.