AccountId: 011433970860
ContactId: cf6d50b7-ed76-43f4-a4c1-cefadd8c968d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90160 ms
Total Talk Time (AGENT): 41813 ms
Total Talk Time (CUSTOMER): 32324 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/cf6d50b7-ed76-43f4-a4c1-cefadd8c968d_20250505T18:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's uh [PII] in [PII]. How are you today?
[AGENT][NEUTRAL] I'm fine. How are you doing?
[CUSTOMER][POSITIVE] I'm doing well thanks. quick question for you. Can I turn to employees off a group plan over the phone or do you need it in writing?
[AGENT][NEUTRAL] No, we unfortunately cannot um term employees over the phone. Um, if you would, um, just go ahead and send it to, I'm sure you've sent it to the Florida sales team before it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, if you just send.
[CUSTOMER][NEUTRAL] Do you need a letter from the employer?
[AGENT][NEUTRAL] To have them termed? No, no, um, just give us, it can be from you. Um, we just need to know the date of termination.
[CUSTOMER][NEUTRAL] Yeah. It can be from me.
[AGENT][NEUTRAL] And obviously their name and the group number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it OK cool so just an email from me uh to that address, uh, hold on, let me make sure I have it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] that one?
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right great thank you.
[AGENT][NEUTRAL] All right, is there anything else I can do for you, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that's all for now.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL have a great afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Yeah, bye-bye.