AccountId: 011433970860
ContactId: e4e1caaa-7edb-4c58-8422-7077979827ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86169 ms
Total Talk Time (AGENT): 41598 ms
Total Talk Time (CUSTOMER): 35967 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/e4e1caaa-7edb-4c58-8422-7077979827ad_20250206T21:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I found your site online and I had some questions about the meta gap.
[CUSTOMER][NEUTRAL] Uh, policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, didn't see any straightforward.
[AGENT][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] Didn't see any way to sign up for it online and I guess you gotta call in and.
[AGENT][NEUTRAL] All right, mister, uh, may I have your last name, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Alright, Mr. [PII], are you a um
[AGENT][NEUTRAL] An agent willing to enroll um employers.
[AGENT][NEUTRAL] Within
[CUSTOMER][NEUTRAL] No, I'm just a private individual. I'm, I'm just.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I see. Well, unfortunately, APL doesn't offer products individually, it is only for a group set up or for um let's say employers. Yes, that is.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, well that's not very 4th for uh it's not up front there where you can see that online so.
[CUSTOMER][NEUTRAL] Um, looks like you were selling a product.
[AGENT][POSITIVE] Yeah, we apologize for it.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Yes, we only offer for big groups set up. I apologize for that, Mr. [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright then no problem.
[AGENT][POSITIVE] You have a nice day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.