AccountId: 011433970860
ContactId: 3ad4e862-15e7-4ed3-9904-3eb98995987c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62229 ms
Total Talk Time (AGENT): 40948 ms
Total Talk Time (CUSTOMER): 14328 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/3ad4e862-15e7-4ed3-9904-3eb98995987c_20250430T15:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] And I need to terminate an employee off the prosperity plan.
[AGENT][NEUTRAL] OK, so you would send that to us to care team, or you can do it online. I can help you with either one.
[CUSTOMER][NEUTRAL] OK, so it's care team.
[AGENT][NEUTRAL] Yes, ma'am, at
[AGENT][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] And then this, oh, I'm sorry.
[CUSTOMER][POSITIVE] I like.
[CUSTOMER][POSITIVE] Go ahead, no, no, no care team, go ahead, you're good.
[AGENT][NEUTRAL] You OK, and then in the subject, you know, just put your group number and your group name and then whomever you want to terminate as a, you know, effective, blah blah blah, and we'll go ahead and handle it for you. And you'll receive a confirmation when we get your email and then once it's actually completed.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.