AccountId: 011433970860
ContactId: c021b439-883b-4369-aced-c2d94d6d0506
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85419 ms
Total Talk Time (AGENT): 52251 ms
Total Talk Time (CUSTOMER): 26077 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/c021b439-883b-4369-aced-c2d94d6d0506_20250204T18:12_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] And I um
[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I was calling to see what a cancer policy would run monthly.
[AGENT][NEUTRAL] OK, Miss, Miss [PII], um, you're not insured with us at the moment. Is that correct?
[CUSTOMER][NEUTRAL] No, ma'am. No ma'am.
[AGENT][NEUTRAL] OK, um, we do not sell individual policies we only, um, do our policies through group employers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, McCol School District is who I'm working for now.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so what you'll need to do.
[CUSTOMER][NEUTRAL] And I didn't know
[AGENT][NEUTRAL] Yes, so if they have if they have our products you'll need to get with your human resources director and ask them about our products and um because if we have a contract with the school then the pricing would be with the school district as to what your policy would cost you.
[CUSTOMER][NEUTRAL] OK, go ahead.
[CUSTOMER][POSITIVE] OK, thank you so much. Oh.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. I hope you, yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. You have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.