AccountId: 011433970860
ContactId: af8e8fcd-f27a-4025-bc02-d1ca21ffa6fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 43009 ms
Total Talk Time (AGENT): 14067 ms
Total Talk Time (CUSTOMER): 24459 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/af8e8fcd-f27a-4025-bc02-d1ca21ffa6fd_20250519T20:30_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] Hey [PII], it's [PII] on the care team. Hey, um, do we do whole life policies like brand new policy? She's currently has dental with us, um, she's not on a group plan. This is an individual policy, um, I didn't know if, if we sell whole life policies. I thought we did, but I don't know how she checks into it.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, we used to, but we're currently not offering any new individual policies. They have to come through a group.
[CUSTOMER][POSITIVE] OK, OK, OK, thank you so much that's what I wanted to double check thank you.
[AGENT][POSITIVE] Yeah, you're welcome. Thank you.