AccountId: 011433970860
ContactId: ac9f00af-a486-4d17-8c30-299142984e7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213039 ms
Total Talk Time (AGENT): 111578 ms
Total Talk Time (CUSTOMER): 73173 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/ac9f00af-a486-4d17-8c30-299142984e7e_20250304T15:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Lake Point Orthopedics. Um, we, I just this reminded me because I just got our, um, our newest invoice and I wanted to give notice that one of our employees is gonna be leaving the company this month. I didn't know what the best way to go about that was.
[AGENT][NEUTRAL] OK, um, well I can definitely help you with um notifying and can you repeat your name for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected and then the group number?
[CUSTOMER][NEUTRAL] Yes, my phone number is [PII] and the group number is 22,910.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] OK, and I have you here. I just need you to verify the address and um the phone number on file and then your email address.
[CUSTOMER][NEUTRAL] Um, our company address?
[AGENT][NEUTRAL] Yes, the physical address and then the phone number and your email address.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] And our phone number is [PII].
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] Um, did you, so, do you have a like a maiden name, maybe?
[CUSTOMER][NEUTRAL] It might be under [PII], but she is no longer employed here.
[AGENT][NEUTRAL] Oh, that's a different person. OK. So, what we'll need to do, um, because she's actually the only um contact for the group, so she's really the only person that we could speak with.
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] However, um, I'll, I'll go ahead and give you the care team email, and we just need a, you can put in a subject like group contact update and whoever um we can speak with on behalf of the group, their name and um phone number and email address, and then you can also put the name of the employee and when they'll be terminating and we can handle the termination as well at that time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that sounds good.
[AGENT][NEUTRAL] And the email address um is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And you said I'm updating the what what did you call it? Sorry.
[AGENT][NEUTRAL] Um, the group contact, and you know what, um, so your name is on here and so it's both [PII], so you may want to take her off and put you on so that you're like the parent account and can access the online service center and everything, um, if there's anyone else, but since, um, I do see your name here, the email is still the best way, that's the quickest way to send the termination.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well I will do that.
[AGENT][NEUTRAL] Alrighty. Well, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] Well, you're very welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye