AccountId: 011433970860
ContactId: 682e8ef3-4bb5-499c-b6d7-4ff9c0e31e21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65138 ms
Total Talk Time (AGENT): 30229 ms
Total Talk Time (CUSTOMER): 31951 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/682e8ef3-4bb5-499c-b6d7-4ff9c0e31e21_20250228T17:36_UTC.wav
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[CUSTOMER][NEGATIVE] What the hell is this?
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, I need to terminate an employee as of the January or January the last day of January.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if you could show me how to do that online, I can do it myself, but uh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm, OK. Well, if it's from January, more than likely you'll have to send um an email but I can go ahead and assist you. Um, may I have your name?
[CUSTOMER][POSITIVE] Oh no, I got it. Here we go, qualifying event. It's gonna be the [PII]. I found it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I figured it out.
[AGENT][NEUTRAL] OK. So, uh, are you able to remove him completely?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] You was able to, OK. Is, is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, that was easy. I just picked the wrong place last time I went in.
[AGENT][NEUTRAL] Yeah OK.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you