AccountId: 011433970860
ContactId: 5cbb6c4a-8daf-4194-9ff8-ce0f726f012d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 552330 ms
Total Talk Time (AGENT): 103178 ms
Total Talk Time (CUSTOMER): 172238 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/5cbb6c4a-8daf-4194-9ff8-ce0f726f012d_20250603T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm calling regarding the group 25854 Tri Colony sweeping Services.
[AGENT][NEUTRAL] OK, and can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] And are you a group admin?
[CUSTOMER][NEUTRAL] Calling from the broker's office, Condi Inc.
[AGENT][NEUTRAL] Oh, the broker's office. I'm so sorry. um, can you verify the, the broker agency?
[CUSTOMER][NEUTRAL] Mhm. That's OK.
[AGENT][NEUTRAL] And your email?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I said Condi is the name of the agency Condi Inc.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][POSITIVE] OK, thank you so much. I mean how can I help you?
[CUSTOMER][NEUTRAL] Um, how do I get someone terminated and I need a a copy of the most recent invoice please. Where do I send a termination to?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're wanting to terminate an employee?
[CUSTOMER][NEUTRAL] It's just, well, I don't have.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get that for you.
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][NEUTRAL] Give me just a moment, let me see what I need to do for that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you will want to send the information of the employee that you would like terminated from this to [PII]. Oh, go ahead.
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Can you send me a copy of an invoice please?
[AGENT][NEUTRAL] A copy of an invoice, give me just a moment.
[CUSTOMER][NEUTRAL] Yes, [PII]. OK, got it.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And how would you like me to send this to you?
[CUSTOMER][NEUTRAL] Email please.
[AGENT][NEUTRAL] You know, OK, give me just a moment.
[CUSTOMER][NEUTRAL] Sure. [PII]
[CUSTOMER][NEUTRAL] Can you look to see if she's on that invoice? He sorry [PII]?
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] I am showing that they are on this because I'm sending you the most recent invoice.
[CUSTOMER][POSITIVE] Awesome thank you. Alright, so let me send this over to the care team.
[AGENT][NEUTRAL] And can you spell your um.
[AGENT][NEUTRAL] Email address for me one more time.
[CUSTOMER][NEUTRAL] [PII]. It should be on file. I call all the time. [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I need to go to my email.
[AGENT][NEUTRAL] I'm getting that email sent out to you.
[CUSTOMER][NEUTRAL] OK. Can you just wait just to make sure that I get it, please.
[AGENT][POSITIVE] Yes, I can do that.
[CUSTOMER][POSITIVE] Thank you, appreciate it.
[AGENT][NEUTRAL] OK, I just sent it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And I just sent over um.
[CUSTOMER][NEUTRAL] The term to be done.
[AGENT][POSITIVE] OK, thank you so much for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, wait, I haven't received your email yet.
[AGENT][NEUTRAL] And it will still show from [PII].
[AGENT][NEUTRAL] Or [PII]. Mhm.
[CUSTOMER][NEUTRAL] Oh, it's gonna come
[CUSTOMER][NEUTRAL] Did you res oh yes I see it group invoice and did you get my email?
[AGENT][NEUTRAL] Um, I don't have access to that email. That will be someone in support. Let me see if I can.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, I just, I sent it to the same care team. That's what you said, right?
[AGENT][NEUTRAL] Yes, I don't have access to that. That there's admins that will look at that. I can ask real quick. Give me just a second.
[CUSTOMER][NEUTRAL] But don't worry, that's.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh, that's nice of you. Thank you.
[CUSTOMER][NEUTRAL] OK, so I sent the email to remove him.
[CUSTOMER][NEUTRAL] OK, let me make a note of this.
[CUSTOMER][NEUTRAL] And this is the 6th 1 invoice.
[CUSTOMER][NEUTRAL] What is this again? APL?
[CUSTOMER][NEUTRAL] 61.
[CUSTOMER][NEUTRAL] And it's for [PII].
[AGENT][NEUTRAL] OK, I have someone checking on that email right now.
[CUSTOMER][POSITIVE] Great, thank you. I appreciate that.
[CUSTOMER][NEUTRAL] See if I can get it here. This is Tri County sweeping.
[AGENT][NEUTRAL] OK, and just bear with me just a moment. Um, it does look like it went through and we received the request.
[CUSTOMER][POSITIVE] Sure, thank you.
[CUSTOMER][POSITIVE] OK. Awesome. Thank you so much for your help. I appreciate it. Have a nice day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You as well. Thank you. Bye bye.
[AGENT][NEUTRAL] Mm bye.