AccountId: 011433970860
ContactId: 46c4a373-89f9-4c3d-bb6e-d18755381eeb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335420 ms
Total Talk Time (AGENT): 161039 ms
Total Talk Time (CUSTOMER): 94267 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/46c4a373-89f9-4c3d-bb6e-d18755381eeb_20250404T13:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with the city of [PII], and I am trying to go in the portal and delete one of my um employees that's no longer interested in getting your services, and this is my first time doing it, so I needed someone to walk me through.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Ms. [PII], um, what is the uh group number?
[CUSTOMER][NEUTRAL] Our group number is, hold on one second, let me go back home.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] See if I can find our group number.
[CUSTOMER][NEUTRAL] So that's the group number for the city of [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] How can I find that?
[AGENT][NEUTRAL] Um, uh, let's see. I can find it for you. Um, just a sec.
[CUSTOMER][NEUTRAL] Maybe be
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] City of [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] City of [PII], is it in [PII]?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. The group number will be, if you would like to have it on hand.
[CUSTOMER][NEUTRAL] I would, I would.
[AGENT][NEUTRAL] Uh, that will be 26616.
[CUSTOMER][POSITIVE] OK, that's good to know.
[AGENT][NEUTRAL] OK. And before, uh, well,
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] As for how removing um employees from coverage, unfortunately, I don't have that piece of information, but I can definitely um gather all of the information and verify you before I transfer you, um, to the department that can take care of that. Does that sound good?
[CUSTOMER][NEUTRAL] That's fine. I just need to get him off.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, Ms. [PII], um.
[AGENT][NEUTRAL] We have a different contact person um for the group.
[AGENT][NEUTRAL] Oh, can you just verify um the address for me in the email, please?
[CUSTOMER][NEUTRAL] What address is that?
[AGENT][NEUTRAL] Um, the address for the, uh, yes.
[CUSTOMER][NEUTRAL] The physical address where we are.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the email address.
[CUSTOMER][NEUTRAL] For myself.
[AGENT][NEUTRAL] Um, uh, no, for, um, what we have in the system.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I don't know who you have in the system. Do you have [PII]?
[AGENT][NEGATIVE] Mm no.
[CUSTOMER][NEUTRAL] I mean I can't give you that email address if I don't know who you have in the system.
[AGENT][NEUTRAL] Mm mm, um, well, we have a different contact person and um I will just verify it in case that we need to contact, um, sorry, we need to change the contact.
[CUSTOMER][NEUTRAL] Is it, is it
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Then her email address is [PII].
[AGENT][NEUTRAL] And will she continue to be the contact person? Excuse me.
[CUSTOMER][NEUTRAL] You can add myself and her. She's the HR director and I'm the generalist, so.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] She's right, we're in the same office.
[AGENT][NEUTRAL] All right, thank you very much, Ms. [PII]. Um, I will go ahead and connect you with the department that will be assisting you to, um, terminate that employee. Does that sound good?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][POSITIVE] All right. I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] in customer service. I have Ms. [PII] with City of [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, she is not the contact, uh, person, but she verified everything. She just said that, um, they work together. She's a generalist, um, for the group as well, um, and she's calling because she wants to terminate, um, an employee on the online service center. Is that something that you can help her with? I'm not quite familiar with that session.
[CUSTOMER][NEUTRAL] Sure you can send it to me.
[AGENT][NEUTRAL] All right. Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the callback number is the same one that she's calling from.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.