AccountId: 011433970860
ContactId: b175ec2a-906f-4c19-ace9-0c9d90639a3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 46240 ms
Total Talk Time (AGENT): 17329 ms
Total Talk Time (CUSTOMER): 24138 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/b175ec2a-906f-4c19-ace9-0c9d90639a3d_20250121T17:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I just have a quick question. I previously had a policy for the medical gap insurance. I think it's like Medlink or something.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do you have to be
[CUSTOMER][NEUTRAL] And under a group policy through your employer in order to get like a medical gap insurance or do they, do they have individual policies?
[AGENT][NEUTRAL] Yeah, we don't unfortunately sell to just individuals on that it's only through groups yeah so it's not something you can just buy on your own.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, well thank you.
[AGENT][POSITIVE] You're welcome. Have a nice day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.