AccountId: 011433970860
ContactId: d08ff3c4-9ff9-4c1c-bb2a-9024d86e24eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 41020 ms
Total Talk Time (AGENT): 15990 ms
Total Talk Time (CUSTOMER): 19668 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/2025/06/05/d08ff3c4-9ff9-4c1c-bb2a-9024d86e24eb_20250605T16:35_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I, yeah.
[CUSTOMER][NEUTRAL] Welcome. Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, I'm just checking on something.
[CUSTOMER][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, suppose I want the insurance that you have. How about, oh, how do I go about it?
[AGENT][NEUTRAL] I, I'm sorry, you're wanting to check on insurance or what were you wanting?
[CUSTOMER][NEUTRAL] No, no, I, I wanted the insurance that you have. How do I go about it?
[AGENT][NEUTRAL] Uh, our insurance policies have to be offered through an employer, so it has to be through a place of work.