AccountId: 011433970860
ContactId: 254080be-ca60-42c7-84f2-0e179f2e27d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100050 ms
Total Talk Time (AGENT): 15226 ms
Total Talk Time (CUSTOMER): 41230 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/254080be-ca60-42c7-84f2-0e179f2e27d2_20250530T17:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. This is [PII]. I'm the CFO at ITM Financial. We're a client.
[AGENT][NEUTRAL] I'm sorry, what did you say your first name was?
[CUSTOMER][NEUTRAL] [PII], I'm the CFO at ITum Financial.
[AGENT][NEUTRAL] Yeah hi how are you?
[CUSTOMER][NEUTRAL] I'm fine. I have a couple of things I need to talk to you about. Uh, first of all, I, I've been trying to adjust my bill for a person who's no longer with the company, and I don't know what I'm doing wrong like there's.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I can't seem to to resolve it. Can you help me with that?
[AGENT][NEUTRAL] OK, uh, so are we needing that member removed?
[AGENT][NEUTRAL] Is that what you mean? I'm sorry.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK yeah we can definitely take the.
[CUSTOMER][NEUTRAL] OK. The member number?
[CUSTOMER][NEUTRAL] It's 231.
[CUSTOMER][NEUTRAL] 3785
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Are you still with me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.