AccountId: 011433970860
ContactId: aefd7900-937a-42d6-9a91-8ed13149f1ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126500 ms
Total Talk Time (AGENT): 14270 ms
Total Talk Time (CUSTOMER): 26778 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/aefd7900-937a-42d6-9a91-8ed13149f1ce_20250430T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I need to terminate an employee.
[AGENT][NEUTRAL] OK, you're needing to remove an employee from your group, is that right?
[CUSTOMER][NEUTRAL] Yeah this is the agent's office. I'm removing it from the group correct.
[AGENT][NEUTRAL] OK, and you're an agent, um, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your last name please [PII]?
[CUSTOMER][NEUTRAL] I don't have the group number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Could you spell that last name again? I'm so sorry it's kind of cutting out a bit.
[CUSTOMER][NEUTRAL] OK. It's all right. [PII]
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh shoot, come up.
[CUSTOMER][NEUTRAL] I don't have the group number if you need it, I gotta go get it.
[CUSTOMER][POSITIVE] They're with prosperity.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] I think it