AccountId: 011433970860
ContactId: f937956a-3966-4853-bb59-a259e2cd3429
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323470 ms
Total Talk Time (AGENT): 148308 ms
Total Talk Time (CUSTOMER): 178058 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/f937956a-3966-4853-bb59-a259e2cd3429_20250407T14:20_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]. How are you? This is [PII].
[AGENT][NEUTRAL] Good. How are you, [PII]?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I have an agent on the line, um, that he's calling, um, about two things. Um, it looks like there was a business that was sold and he needed to separate data systems and then there's one that needs to be terminated. So he's calling. I'm not sure if I got the right place based on my notes it looks like I am, but I'm not sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, you're fine.
[CUSTOMER][NEUTRAL] OK, all right, uh, yes, mhm, yes, the group number that needs to be terminated and uh that's what I have based on what he was telling me.
[AGENT][NEUTRAL] Did he give you the group number or anything?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's 15775. Again, that's 15775, which is Biotech uh technica. Yeah, uh-huh. And that's the one he said he needs terminated, but you can confirm that with him. And then the other one, he didn't give me a name, but that one he says he needs the data system to be on their own, which I'm not sure what is that? OK.
[AGENT][NEUTRAL] Oh [PII] and whatever, you know, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. OK, sounds good.
[AGENT][NEUTRAL] Hm, uh, probably the electronic file feed out I'm not sure. I'll figure it out what's his name?
[CUSTOMER][NEUTRAL] Probably.
[CUSTOMER][NEUTRAL] OK. His name is uh [PII].
[AGENT][POSITIVE] [PII]. OK, thank you so much. I'll take it.
[CUSTOMER][POSITIVE] OK, you're ready? OK. Here he comes. Have a good day.
[AGENT][POSITIVE] Thank you you too bye bye.
[CUSTOMER][POSITIVE] You're welcome. Thank you. Bye bye. Thank you for holding and being patient for Ms. [PII]. I've got Ms. 50 on the line. She gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome, and I explained everything already to her, OK? All right, thank you. You're welcome have a good day.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hi, this is [PII]. She said you had a, uh, issue, uh, well, first off, she gave me a group number 15775 for Biotechnica Incorporated. Um, was that group terminating?
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yes, however, uh, back in January, they, they thought they they knew this was gonna transpire because their, their business was being sold and they had a sister company that used to be on this group called Qualified Data Systems.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm not sure if if I know they separated them, but I'm not sure if that qualified data systems has their own group number so that if biotechnical terminates it's not gonna affect them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look. OK.
[AGENT][POSITIVE] That's got you. Makes sense. OK, let's see if we have a great number for them.
[AGENT][NEUTRAL] 5.
[AGENT][NEUTRAL] Alright, so I have qualified data systems as group number 26912.
[AGENT][NEUTRAL] Get on the.
[CUSTOMER][NEUTRAL] OK, so they, so, so if 15775 terminates, it's not gonna affect them.
[AGENT][NEUTRAL] It shouldn't. Let me just look at the screen for this group. Give me one second and make sure that they don't have it.
[AGENT][NEUTRAL] Tied really weird. Let's see, hang on.
[AGENT][NEUTRAL] 92.
[AGENT][NEUTRAL] OK, let's see master policy, so it shows it's tied to group 15775. So but we don't want anybody to cancel on this particular group. So they did separate it out and gave it its own product number. So, OK.
[CUSTOMER][POSITIVE] Correct, correct.
[AGENT][NEUTRAL] Um, when is the other group canceling?
[AGENT][NEUTRAL] 015775.
[CUSTOMER][NEGATIVE] Well, they, they, they, they just sold it so as of [PII] they need to cancel.
[AGENT][NEUTRAL] OK, OK, let me go first, so what we probably need you to do is send us an email to our sales email address stating that group 15775 is canceling as of [PII] due to the company being sold and that you need group 26912 to stay active and qualified data systems.
[CUSTOMER][NEUTRAL] What's, what's the name of the, what's the, give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You can get the number, the number, the group number for qualified to assisting.
[AGENT][NEUTRAL] Yeah, it's 269.
[CUSTOMER][NEUTRAL] You said it was
[AGENT][NEUTRAL] 26912.
[CUSTOMER][NEUTRAL] 26912
[AGENT][NEUTRAL] 12.
[CUSTOMER][NEUTRAL] 26912 and and the email address that I sent.
[AGENT][NEUTRAL] I would send it over to, yeah, it's it's [PII].
[CUSTOMER][NEUTRAL] The what do you
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] OK, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm pretty sure I already have it in my system, but [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] A um public.
[AGENT][NEUTRAL] AM
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII]. OK, perfect, thank you.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, was there anything else I can help you with? Yeah.
[CUSTOMER][NEUTRAL] And then, and then after, after that, after that is done, will, will 15775 automatically terminate or, or something else has to be done after that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] I think as long as we know they're letting us know that they're terminating because the group sold we'll notify our new business team and they should be able to terminate that.
[AGENT][NEUTRAL] Um, with your email we'll have it documented.
[CUSTOMER][NEUTRAL] OK, and that, that, that'll be from my instruction that can be from my instruction and then it doesn't need to come from them. OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't think so, yeah, mhm, right, you too, thanks for calling bye bye.
[CUSTOMER][POSITIVE] You have a good day. Bye-bye.