AccountId: 011433970860
ContactId: 43d246ff-8364-4b23-9b81-3b4ac2daa9e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199339 ms
Total Talk Time (AGENT): 41740 ms
Total Talk Time (CUSTOMER): 109747 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/43d246ff-8364-4b23-9b81-3b4ac2daa9e1_20250305T16:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey there, um, my name's [PII]. I'm a broker, um, kind of new to APL. We have our clients, um, and I'm trying to find out what I'm trying to find out on the broker portal. I don't see an option to term an employee. What's the process for doing that with you guys?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Um, you should be able to, um, if you, have you, can you see the group information on the portal?
[CUSTOMER][NEUTRAL] Yeah, yeah, um, yeah, let me just pull up there again so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I see the group, um.
[AGENT][NEUTRAL] And there should be like 4 little tabs across the top of the group, um, one.
[CUSTOMER][NEUTRAL] And yeah, employees, products and billing. I see add employees, so I'm a it's, it's spinning right now, so it's trying to look, ah, there we go.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So the I just didn't wait long enough, that's the problem.
[AGENT][POSITIVE] Sorry about that
[CUSTOMER][NEUTRAL] No, not your problem, um, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So if I click on one of these, um, it'll open up.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I wouldn't want to delete employee, right? I just want more the terms.
[AGENT][NEGATIVE] I mean deleting uh I mean if they only have one product, I mean it's gonna delete them from you're not gonna be able to see them.
[CUSTOMER][NEUTRAL] Oh, I see, so.
[CUSTOMER][NEUTRAL] And, and once I delete them, that's the, that's the way to term them is.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] All right, then, then that's what I'll do. And then, uh, I'm assuming it'll give a, a confirmation and then.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] It should tell you that everything was successful, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, awesome awesome. Well, great, thank you. I appreciate it very much. 00, and will it, you know what, if you won't if you don't mind, let me just do one real quick so that I can um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Watch it be done.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, [PII], right, so let me see.
[CUSTOMER][NEUTRAL] There he is. All right. And then I'll say um
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So basically
[CUSTOMER][POSITIVE] That's great.
[CUSTOMER][NEUTRAL] Uh, term.
[CUSTOMER][NEUTRAL] Effective [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. So the link.
[CUSTOMER][NEUTRAL] There we go, qualifying event there is terminated employee.
[CUSTOMER][POSITIVE] That's beautiful.
[CUSTOMER][NEUTRAL] That submits the data.
[CUSTOMER][POSITIVE] Download a PDF. It's beautiful. Thank you. I appreciate that. That's awesome. All right.
[AGENT][POSITIVE] Perfect. Excellent. I'm glad you had this good experience.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][POSITIVE] Thank you so much. Bye-bye.