AccountId: 011433970860
ContactId: e13b535d-a178-442f-ac0c-e34060009c37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159229 ms
Total Talk Time (AGENT): 42795 ms
Total Talk Time (CUSTOMER): 50849 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/e13b535d-a178-442f-ac0c-e34060009c37_20250506T13:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII]. I'm the general manager of Miles Grant Country Club, and we have uh several employees with the APL, um, insurance. Um, one of them though has, um, resigned, uh, on [PII], and I see that she's still on an invoice here.
[AGENT][NEUTRAL] OK, um, let me get your, what is your group number?
[CUSTOMER][NEUTRAL] 243-71.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the employee's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And would you be able to verify the address of the group?
[CUSTOMER][NEUTRAL] Of the group, yes, that's uh [PII].
[AGENT][NEUTRAL] OK, let me look and see.
[AGENT][NEUTRAL] OK, if you can send an email to our care team at AMpublic.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh hang on one second, it's [PII].
[CUSTOMER][NEUTRAL] What was that? I'm sorry.
[AGENT][NEUTRAL] Um, [PII], um, just state the name of the employee, what their term date should be.
[CUSTOMER][NEUTRAL] A M A
[AGENT][NEUTRAL] And then we can get them, we just have to have a written documentation that they need to be canceled.
[CUSTOMER][NEUTRAL] Sure, I understand it. So it so it's [PII].
[AGENT][NEUTRAL] I'm just a in public.
[CUSTOMER][NEUTRAL] Oh, no, no second A there [PII]. OK, I will, um, get that sent out to you today.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Great thank you very much I appreciate it.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you.