AccountId: 011433970860
ContactId: 030598a4-801e-4522-ad9d-ab6c72aac3b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197699 ms
Total Talk Time (AGENT): 57682 ms
Total Talk Time (CUSTOMER): 75105 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/030598a4-801e-4522-ad9d-ab6c72aac3b8_20250424T12:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. I have a um
[CUSTOMER][NEUTRAL] [PII] calling from a broker, um, she's a broker. Um, she has trouble terminating an employee on the online service center. Is that something that y'all help with assist with?
[AGENT][NEUTRAL] Yeah, and who's the broker?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, she's a lady.
[AGENT][NEUTRAL] OK. Do you know what group this is for?
[CUSTOMER][NEUTRAL] 19.
[CUSTOMER][NEUTRAL] 045.
[AGENT][NEUTRAL] Just a moment, let me get that pulled up.
[CUSTOMER][NEUTRAL] It is um Business Information Systems.
[AGENT][NEUTRAL] I don't show.
[AGENT][NEUTRAL] 19045.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, go ahead and put her through.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Morning. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, yes, I'm calling from the broker's office. I'm the account manager. I am trying to terminate a member and it keeps giving me an error message.
[AGENT][NEUTRAL] OK, what's the termination date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] And it's giving you an error, OK.
[CUSTOMER][NEGATIVE] Yeah, every time I hit delete employees, it's never happened before.
[CUSTOMER][NEGATIVE] The employee and it goes straight to oops there was an error looks like experiences technical difficulties. If you continue to experience issues, please contact customer service option 4. This has been happening since yesterday.
[AGENT][NEUTRAL] OK, can you do me a favor so I can send this over to IT because I think there, there was a problem or probably still is a problem. Can you send me one, the name of the person you're trying to terminate and and the effective date put that in an email to us so we can go ahead and terminate for you on our end, but can you send me screenshots of that?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I can send it over to IT.
[CUSTOMER][NEUTRAL] OK, uh
[CUSTOMER][NEUTRAL] Yeah, which email?
[AGENT][NEUTRAL] Um, send it to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I so that [PII] and [PII] termination request.
[CUSTOMER][NEUTRAL] OK, so just send the name and for business information.
[CUSTOMER][NEUTRAL] And screenshot of the issue, right?
[AGENT][POSITIVE] Yes, please. That, that would help tremendously.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK, I'll send that shortly thank you.
[AGENT][POSITIVE] All right, thanks so much for calling. Bye bye.
[CUSTOMER][NEUTRAL] OK, goodbye.