AccountId: 011433970860
ContactId: df06ed39-36e7-4a67-887e-90da01c2b418
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 61200 ms
Total Talk Time (AGENT): 10150 ms
Total Talk Time (CUSTOMER): 50672 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/df06ed39-36e7-4a67-887e-90da01c2b418_20250512T21:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hey [PII], no, I think I got it now. um, I, I, you know, I, I don't know, did I speak with you earlier today about the termination date of a request?
[AGENT][NEGATIVE] No, I don't believe so.
[CUSTOMER][NEUTRAL] OK, alright, I, I think we're all good. I had put a request in to terminate an employee on [PII], and when I got it back from the care team, it said he was termed on [PII], but I just got an email it says [PII] is the correct termination date for a [PII] request.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, request the termination date in our system. Terminating on the first is our system's way of triggering tracking multiple processes such as billing future terminations or off group letters. The date will behave the same as you're expecting regarding invoicing and benefits.
[CUSTOMER][POSITIVE] OK, got you sounds like we're good, thank you.
[AGENT][POSITIVE] OK perfect.
[AGENT][POSITIVE] Alrighty sounds good have a good night.
[CUSTOMER][POSITIVE] Take care bye bye you too bye bye.
[AGENT][NEUTRAL] Bye-bye.