AccountId: 011433970860
ContactId: df408308-7862-4e68-aca6-cbafecf1b15d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171559 ms
Total Talk Time (AGENT): 82950 ms
Total Talk Time (CUSTOMER): 53822 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/df408308-7862-4e68-aca6-cbafecf1b15d_20250505T18:31_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]. My name is [PII], and I'm calling on behalf of R&M Services.
[AGENT][NEUTRAL] How can I help today, [PII]?
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] Hi, I need to remove a couple of our employees.
[CUSTOMER][NEUTRAL] From our policy.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] All right, let's take a look here.
[CUSTOMER][NEUTRAL] Please
[AGENT][NEUTRAL] Do you have [PII], the group number?
[CUSTOMER][NEUTRAL] Uh yes ma'am, I do. It's 24856.
[AGENT][POSITIVE] All right, thank you so much. Give me just a moment to pull this up here.
[CUSTOMER][NEGATIVE] The last payment we sent should have had the return on it with it marked on their change of code.
[CUSTOMER][NEUTRAL] For a couple of them
[AGENT][NEUTRAL] All right, and have you guys, so it looks like when we're removing somebody from the group, um we have you guys send an email over to our care team with the information for the employees that need to be removed. Has that already been done or?
[CUSTOMER][NEUTRAL] No, it has not. I haven't heard anything back until we got this statement, so we figured we'd call.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So is it this um is it this email, uh, billing.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] It's actually a different one, [PII]. I'm happy to give that to you, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let, let me know whenever you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's Care Team, just like it sounds, [PII]
[AGENT][NEUTRAL] And that's [PII]
[AGENT][NEUTRAL] [PII]. So that's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, and then you'll just wanna put, of course, uh, the group number, the employees needing uh to be removed effective date, and then you could put a contact number, um, they'll definitely let you know once it's been completed and then if they have any concerns or questions they can reach out to you directly.
[CUSTOMER][POSITIVE] Awesome. Thank you so much.
[AGENT][POSITIVE] Yeah, not a problem. Did you have any other concerns or questions?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, they should get it.
[AGENT][POSITIVE] Alright, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you so much.
[AGENT][NEUTRAL] Bye bye.