AccountId: 011433970860
ContactId: 49f3ebeb-35ba-4a12-be5a-428e2b6d40ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122709 ms
Total Talk Time (AGENT): 24438 ms
Total Talk Time (CUSTOMER): 55290 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/49f3ebeb-35ba-4a12-be5a-428e2b6d40ca_20250619T15:39_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, uh, yes, I, I need assistance with, uh, with 2 employees.
[CUSTOMER][NEGATIVE] Um, they, I believe these employees are terminated, but they show on my on my account that they're still active.
[CUSTOMER][NEUTRAL] Um, would you mind and investigate or, or let me know what's going on with these two employees?
[AGENT][NEUTRAL] OK. Do you have the, your group number?
[CUSTOMER][NEUTRAL] It's 21114 Iora.
[AGENT][NEUTRAL] OK, and can I get your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And do you have the group address?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It should be the the uh the our uh company let me see I don't have um.
[CUSTOMER][NEUTRAL] My group, um.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] You, you're calling on behalf of the group?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't show you, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] I got [PII] is the group contact.
[CUSTOMER][NEUTRAL] Correct, [PII].
[AGENT][NEUTRAL] Yes, so that would be the person I'd have to speak with about the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, thank you very much. Let me let her know that she's gonna take over this information because I don't have access. thank you very much.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.