AccountId: 011433970860
ContactId: b0d43c69-d0f8-4771-b145-00b09a027710
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165710 ms
Total Talk Time (AGENT): 87199 ms
Total Talk Time (CUSTOMER): 52638 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/b0d43c69-d0f8-4771-b145-00b09a027710_20250102T16:37_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, uh, my name is [PII] with Plantation Tire in Baton Rouge, and, uh, I need to close out my account. I sold my business and I no longer, uh, have employees, so this is a defunct business now.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, I'm so sorry to hear that, [PII].
[AGENT][NEUTRAL] Um, let me see, do you know your group number with us?
[CUSTOMER][NEUTRAL] 16586.
[AGENT][POSITIVE] 16586 perfect and give me one second.
[AGENT][NEUTRAL] And [PII], would you just be able to verify for me please, uh, the address and phone number on file?
[CUSTOMER][NEUTRAL] Yeah, [PII] and the phone number I guess you got [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wonderful and then lastly if you could just verify your email address for me please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you so much. And so,
[CUSTOMER][POSITIVE] Yeah, I sold the business and uh the new people already have got benefits in place for all the employees so that's no longer needed.
[AGENT][NEUTRAL] I understand. Perfect. So we do need the request to be a written request for cancellation and you can send that through email, um and I can give you the email address it needs to come to. It's [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, [PII].
[AGENT][NEUTRAL] And you would just
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] You bet you mhm and um you just let them know that you're looking to close um your entire group account with us and you'll get uh when that email comes through you'll get like one of those gotcha emails right away but then somebody should actually also respond when they um when they complete the request on your behalf, OK?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Perfect. Is there anything else I can do to help you, [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, that's it. That's easy enough. I'm doing it right now. I'll have that, uh, to y'all in just a few minutes.
[AGENT][POSITIVE] Hey, we appreciate your time and I wish you the best of luck and a happy [PII].
[CUSTOMER][POSITIVE] Thank you you have a great day.
[AGENT][POSITIVE] My pleasure. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.