AccountId: 011433970860
ContactId: c09bfe48-e3f9-43da-88ab-86d3c429cb9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107389 ms
Total Talk Time (AGENT): 35232 ms
Total Talk Time (CUSTOMER): 40551 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/c09bfe48-e3f9-43da-88ab-86d3c429cb9e_20250616T16:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is, uh, [PII] in [PII]. How are you today?
[AGENT][NEUTRAL] I'm well. How are you?
[CUSTOMER][POSITIVE] Good thank you. Can I give you a group number please?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's 17086.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So there are some terminations that I sent in I think 2 of them and I just wanna make sure that they were done because I think something wasn't done.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, first one's for [PII], and I sent that in on [PII].
[AGENT][NEUTRAL] Mm, I definitely don't have them as active. Let me switch to last oops, let me just.
[CUSTOMER][NEUTRAL] Can you hold a quick second?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Alright, hold on.
[CUSTOMER][NEUTRAL] OK, sorry about that. So [PII] is not active?
[AGENT][NEUTRAL] You're fine. Yeah, he's lapsed.
[CUSTOMER][NEUTRAL] OK, good. OK, perfect. [PII] is not active and then the last one was uh [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Possibly a different first name. I have a like
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, OK, um.
[AGENT][NEUTRAL] I believe that they are also lapsed. Yeah, they are lapsed as well.
[CUSTOMER][POSITIVE] OK perfect thank you so much that was it.
[AGENT][POSITIVE] Of course. OK, I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks bye.