AccountId: 011433970860
ContactId: c605f895-585b-44c7-a243-68ce0bb36728
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 61020 ms
Total Talk Time (AGENT): 35104 ms
Total Talk Time (CUSTOMER): 22009 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/c605f895-585b-44c7-a243-68ce0bb36728_20250331T16:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I am looking to get a, um, premium. I'm in [PII] for medical gap insurance.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, you were, do you, you all wanna see what your premium is or were you looking to enroll in our coverage?
[CUSTOMER][NEUTRAL] Well, in, in to enroll, get information, etc. I'm, I'm not under your plan yet.
[AGENT][NEUTRAL] Gotcha. OK, so you don't currently have an existing policy and you would like one. OK, so we don't offer individual policies, uh, that would be something that you would get through your employer. So I would speak with them and see what kinds of policies they offer.
[CUSTOMER][NEUTRAL] Oh, they don't
[CUSTOMER][NEGATIVE] They don't offer it unfortunately.
[AGENT][NEUTRAL] Oh, I'm sorry about that. Yes, unfortunately, that is the only way you could get a policy with us.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Of course, sorry about that. I hope you have a great rest of your day bye bye.
[CUSTOMER][NEUTRAL] Bye bye.