AccountId: 011433970860
ContactId: b01119c5-bb08-4fb5-b349-f0eebd40458a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 34520 ms
Total Talk Time (AGENT): 17919 ms
Total Talk Time (CUSTOMER): 12321 ms
Interruptions: 0
Overall Sentiment: AGENT=4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/b01119c5-bb08-4fb5-b349-f0eebd40458a_20250507T12:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I was calling to find out how do I um.
[CUSTOMER][NEUTRAL] Do the vision
[AGENT][NEUTRAL] Vision, um, APL doesn't provide vision insurance, so you will have to reach out to your HR department and see who provides vision and enroll with them.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it's a different thing then let me call this guy. Alright, thank you, ma'am.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] We will thank you.
[AGENT][POSITIVE] Thank you, bye bye.