AccountId: 011433970860
ContactId: f29cf726-b0d3-4205-be83-d8b1b81acdc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104739 ms
Total Talk Time (AGENT): 18309 ms
Total Talk Time (CUSTOMER): 55048 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/f29cf726-b0d3-4205-be83-d8b1b81acdc8_20250224T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling on behalf of a group. Uh, I was wondering if I can get some assistance on terminating an employee from the invoice.
[AGENT][NEUTRAL] OK, you're needing to remove an employee, uh, from their like just canceling their policies altogether?
[CUSTOMER][NEUTRAL] Yes, yes, they're not, they have been terminated within the company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh I see OK are are you the group admin?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, and, and they said I had a broker did send send like a request via email, but since I'm going to be paying already the invoice, I just, I know that I have the option to delete them from the invoice, but I just don't, um, I didn't know how to terminate their benefits from there.
[AGENT][NEUTRAL] Sure, OK, um, but I'm so sorry the beginning they kind of cut out are you the, uh, group admin?
[CUSTOMER][NEUTRAL] Yes, I am. My name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Sorry, I think the call dropped or I just can't hear you.
[CUSTOMER][NEUTRAL] Oh sure
[CUSTOMER][NEUTRAL] If you can hear me, if you can give me a possibly a call back [PII] again that's [PII].