AccountId: 011433970860
ContactId: b0913993-f040-42e1-a902-0b806c1a5f61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 45959 ms
Total Talk Time (AGENT): 13830 ms
Total Talk Time (CUSTOMER): 32450 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/b0913993-f040-42e1-a902-0b806c1a5f61_20250227T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], um, can you um tell me if um this member that I have on the line, she wants to get life, a life policy. She has critical illness, disability, and accident with us. I told her I don't think that we do like individuals, she would have to sign up through her group. Is that correct?
[AGENT][NEUTRAL] That is correct. Yeah, we just don't sell to individuals.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just want to double check before I get her off the phone because I don't wanna tell no fibs, OK.
[AGENT][NEUTRAL] No, huh, you're not
[CUSTOMER][POSITIVE] OK, thank you. Have a good day.
[AGENT][NEUTRAL] You, you too, honey. Bye.
[CUSTOMER][NEUTRAL] OK.