AccountId: 011433970860
ContactId: e8b9712a-7415-4026-ab1b-5243905aed59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 40459 ms
Total Talk Time (AGENT): 17920 ms
Total Talk Time (CUSTOMER): 15869 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/e8b9712a-7415-4026-ab1b-5243905aed59_20250505T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from the broker Associated Financial Consultants, and I need some assistance please terminating a dependent of one of the members.
[AGENT][NEUTRAL] OK perfect um if you do you have our email address?
[CUSTOMER][NEUTRAL] I do. You can't do it over the phone.
[AGENT][NEUTRAL] No, we just need um proof to terminate someone, um, just because it is terminating someone's coverage of insurance.
[CUSTOMER][POSITIVE] OK, no problem. I'll send an email. Thank you so much.
[AGENT][NEUTRAL] Of course bye bye.
[CUSTOMER][NEUTRAL] Bye.