AccountId: 011433970860
ContactId: 535ff231-d02e-46b8-abbb-a67a03ccd318
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297839 ms
Total Talk Time (AGENT): 78233 ms
Total Talk Time (CUSTOMER): 44992 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/535ff231-d02e-46b8-abbb-a67a03ccd318_20250306T16:25_UTC.wav
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[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, this is, uh, [PII] in [PII]. How are you today?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Yeah yeah I can hear you now. What's your name by the way I'm sorry?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Hi [PII], um, I wanted to see if you could tell me if an employee was terminated please.
[AGENT][NEUTRAL] OK. Um, let's see. So you wanna know if a group is terminated. What do you happen to have the group number by chance?
[CUSTOMER][NEUTRAL] Not the group just the employee of the group.
[AGENT][NEUTRAL] Right, but I need to look up the groups in order to see the employees.
[CUSTOMER][NEUTRAL] Sure, yeah, so it's 17163.
[AGENT][POSITIVE] You sound good.
[AGENT][NEUTRAL] And you said your name was [PII], right?
[CUSTOMER][NEUTRAL] Uh, [PII], mhm, yeah.
[AGENT][NEUTRAL] OK. And you're with NAS, right?
[CUSTOMER][NEUTRAL] With what?
[AGENT][NEUTRAL] NAS
[CUSTOMER][NEUTRAL] I don't know what that is. No, um, all benefits group is my company.
[AGENT][NEUTRAL] OK, they have, OK, what's the person's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, I chosela, so.
[AGENT][NEUTRAL] I'm not sure if he's still like his early [PII] because I just out of his labs.
[CUSTOMER][NEUTRAL] You show them as what? I'm sorry?
[AGENT][NEUTRAL] Laps policy lap.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I, I didn't, I didn't hear you. I apologize. Is he active or not active?
[AGENT][NEUTRAL] La
[AGENT][NEGATIVE] Not active. It's lapsed, like not active, it's lapsed.
[CUSTOMER][NEUTRAL] Oh, so it's terminated OK and when was he terminated?
[AGENT][NEUTRAL] Terminated, but it was lapsed on
[AGENT][NEUTRAL] Just lap. Give me one second. Let me look at the number today.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] I'm still here. Give me one second.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][NEUTRAL] OK, sorry, I have to pull up the letter. So it looks like on our 21st we got a termination letter, uh, that the the policy should terminate [PII].
[CUSTOMER][POSITIVE] OK cool thank you I was just confirming that thank you.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right have a great day.
[AGENT][POSITIVE] Oh, I roll for that. All right, thanks a lot.