AccountId: 011433970860
ContactId: f5592ba9-7a4f-444f-adf0-e3548babeafc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97180 ms
Total Talk Time (AGENT): 23193 ms
Total Talk Time (CUSTOMER): 45219 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/f5592ba9-7a4f-444f-adf0-e3548babeafc_20250507T19:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII].
[CUSTOMER][NEUTRAL] And I have some questions about the plan and do I, am I calling the right place?
[AGENT][NEUTRAL] Um, yes, um, do you have your policy number?
[CUSTOMER][NEUTRAL] I don't have a policy. It was offered to me through my employer.
[AGENT][NEUTRAL] Oh, OK. Uh, do you have your last name or social?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] I just wanna ask questions about the plan is what I wanna do just to make sure I'm understanding it.
[AGENT][NEUTRAL] OK. Uh, let me get you pulled up. What was your first name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I might have to go get him, ma'am. Let me go get him. I, I have to call you because I, I'm trying to help him, but let me go get him.
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[CUSTOMER][NEUTRAL] Would it be OK if I get him to authorize me to speak with you and I don't, I'm not trying, I just wanna ask questions.
[AGENT][NEUTRAL] OK, I don't show them on the, I'm, I'm not pulling up that name, so it's [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] He hasn't we haven't enrolled yet. You know, we, we're not enrolled. We're just trying to understand before we enroll. Is this the correct number to call to ask questions before you enroll?
[AGENT][NEUTRAL] Uh, you would want to check with your human resources through his employer.