AccountId: 011433970860
ContactId: beae122e-c8a7-47db-a003-2cc3e158ffc5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115389 ms
Total Talk Time (AGENT): 29740 ms
Total Talk Time (CUSTOMER): 48492 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=3.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/beae122e-c8a7-47db-a003-2cc3e158ffc5_20250311T22:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL this is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], [PII], this is [PII]. I had sent you a term earlier today for group 24 2401724017 for a uh the employees it's Pathman Lewis is the company Pathman Lewis 20417. I had sent you a termination for the spouse.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The employee's name is [PII]. I gave you the wrong termination date. It was supposed to be for [PII], not [PII]. Do you want me to resend this with the correct date?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see if I can correct it before they have even processed it. Let me take a look real quick. If they haven't, then I can fix that, um, but if so.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] OK, it looks like it hasn't been done yet, so I'm going to update that and you're all good.
[CUSTOMER][NEUTRAL] OK, I'm sorry, tell me your name again is this [PII]?
[AGENT][NEUTRAL] No, this is [PII].
[CUSTOMER][POSITIVE] OK [PII], I appreciate you. Where are you based, [PII]?
[AGENT][NEUTRAL] I'm in [PII].
[CUSTOMER][POSITIVE] OK, very nice.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right well I appreciate your help on it thank you very much.
[AGENT][POSITIVE] Absolutely, have a great night.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.