AccountId: 011433970860
ContactId: bd33d446-31f9-4fd6-b8e1-52f29cbc359a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95290 ms
Total Talk Time (AGENT): 44232 ms
Total Talk Time (CUSTOMER): 32803 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/bd33d446-31f9-4fd6-b8e1-52f29cbc359a_20250205T23:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good, good evening, ma'am. I'm calling to um
[CUSTOMER][NEUTRAL] Possibly
[CUSTOMER][NEUTRAL] Sign up for dental um insurance.
[AGENT][NEUTRAL] OK. Uh, do you, you don't have a policy with us now?
[CUSTOMER][NEUTRAL] No, ma'am. I, um.
[CUSTOMER][NEUTRAL] This insurance is gonna be through my employer and um I was told that we would have to contact the vendor directly.
[AGENT][NEUTRAL] No, ma'am. Um, we don't sell individual policies. What we do is all enrollments are done through the employer and then the employer sends us the enrollment forms to issue the policy.
[CUSTOMER][NEUTRAL] OK, so how do I enroll?
[AGENT][NEUTRAL] You'll have to get with your human resources director at your work.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And see um what benefits they offer you with our company.
[CUSTOMER][NEUTRAL] Oh, OK, cause I was
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, so get with them and let them know what benefits I guess I want with you all are.
[AGENT][NEUTRAL] Right, and they'll have you fill out an enrollment application form and send it in to us.
[CUSTOMER][POSITIVE] All right, thank you so much. I appreciate it.
[AGENT][POSITIVE] OK. You're very welcome. I hope you have a great night and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.