AccountId: 011433970860
ContactId: 17f067e8-9a35-41aa-9e48-08db29d2a7de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345399 ms
Total Talk Time (AGENT): 91764 ms
Total Talk Time (CUSTOMER): 53588 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/17f067e8-9a35-41aa-9e48-08db29d2a7de_20250430T20:12_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh yes ma'am, I need, uh, I'm calling from Automation tool company.
[CUSTOMER][NEUTRAL] And we have had two gentlemen, um, retire and we need to take them off of our, um, billing account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, you're trying to do this on the online service center or you just need instructions?
[CUSTOMER][NEUTRAL] I don't know anything about an online service center.
[AGENT][NEUTRAL] OK, so you just need instructions on how to take them off. OK. Got it. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and the callback number here is [PII].
[AGENT][NEUTRAL] OK, and what's the name, um, I'm sorry, the group number?
[CUSTOMER][NEUTRAL] OK, the group number is 11,870.
[AGENT][NEUTRAL] OK, thank you one moment let me pull that through.
[AGENT][NEUTRAL] OK, can you verify the mailing address for me?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and bear with me just a minute, I'm just going through the notes really quick, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, uh, bear with me.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I need to cancel.
[AGENT][NEUTRAL] OK looks like I need to transfer the call over do you mind holding for me?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Ms. [PII].
[AGENT][NEUTRAL] OK, um, so, um, she was letting me know that you can send a request by email, um, to the [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I need to send an email.
[AGENT][NEUTRAL] Yes, requesting for that member to be removed.
[CUSTOMER][NEUTRAL] And what was the email again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK, I will get an email over thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] That's all thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Goodbye.