AccountId: 011433970860
ContactId: 51c2e777-3e6c-4feb-bca6-fb7d45eb1aae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118669 ms
Total Talk Time (AGENT): 45347 ms
Total Talk Time (CUSTOMER): 78970 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/51c2e777-3e6c-4feb-bca6-fb7d45eb1aae_20250131T21:20_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].
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] I was getting down to the music.
[CUSTOMER][NEUTRAL] When you picked up
[AGENT][POSITIVE] It's easy to do.
[CUSTOMER][NEUTRAL] Yeah, um, so I have someone from a group on the line and, um, the group contact that's list, OK, first of all, let me give you the, the group number um 20939.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Y'all do change the group contact and stuff like that, don't you?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I was like I thought I saw that in, um, so the group contact on this group is Crystal Brown, um, she is no longer there, um, so [PII] is actually doing everything that Crystal was doing before she is active on the OSC. I checked that out, um, so I'm just wondering if we need to, she's gonna be sending in some terminations and stuff like that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I see her.
[CUSTOMER][NEUTRAL] And she wanted to see about getting the, getting Crystal taken off there because she no longer works there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, yeah, she can do that if she can put that in with her termination request, then yeah, we can do that. I can tell her um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That she can just include that with that and we can take care of all of it together.
[CUSTOMER][NEUTRAL] OK perfect so just like her name and email that she wants on there right? OK.
[AGENT][NEUTRAL] Yeah, yeah, do you want me to talk to her?
[CUSTOMER][NEUTRAL] No, I can tell her it's no problem. I just wanted to make sure.
[AGENT][NEUTRAL] OK, OK, yeah, yeah, she can put that in the same request and if she'll just tell us that [PII] is no longer with the group and then just include her name and email and phone number, you know, if it's different then yeah we can take care of that all in one request.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right perfect thank you so much, [PII].
[AGENT][POSITIVE] OK, no problem. Just if she needs anything else, just send her over, we'll take care of her.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] All right, I will. Thank you.
[AGENT][NEUTRAL] OK. Uh-huh, bye.
[CUSTOMER][NEUTRAL] Bye bye.