AccountId: 011433970860
ContactId: fa3e26dc-0ef8-48c4-971b-5e4d4db48871
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254690 ms
Total Talk Time (AGENT): 134277 ms
Total Talk Time (CUSTOMER): 78695 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/fa3e26dc-0ef8-48c4-971b-5e4d4db48871_20250604T13:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling about someone that needs removed from our invoicing and stuff that hasn't been removed yet.
[AGENT][NEUTRAL] OK, so you're the group administrator and you're wanting to find out how to have somebody removed, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes ma'am, I can help you and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the group number?
[CUSTOMER][NEUTRAL] 257-777
[AGENT][NEUTRAL] OK, thank you. Give me a moment, [PII] to get the group's information pulled up first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] porcelain skins and.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so I will need to verify several things with you first for security and we'll go from there. So first off, if you could please verify the group name and.
[AGENT][NEUTRAL] Address?
[CUSTOMER][NEUTRAL] Burkey [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. The primary contact for the group?
[CUSTOMER][NEUTRAL] I would say that's [PII].
[AGENT][NEUTRAL] And her email address please? or the email we would have on file for the group?
[CUSTOMER][NEUTRAL] It's we move.
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then the primary number that we have for the group is also showing as the same as the one you gave me, so that is the best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you for verifying all of that information, [PII]. Now currently we only have her listed as a contact for the group.
[AGENT][NEGATIVE] So I'm unable to provide any information on that to anyone other than her. Now she can send in an email.
[AGENT][NEUTRAL] To either you know with the request to have the termination done.
[AGENT][NEUTRAL] Or she can also add you into the online service center as an authorized contact, that is all of the information that I can currently provide.
[CUSTOMER][NEUTRAL] OK, I will let her know and if she calls and authorizes for me to talk can I.
[AGENT][NEUTRAL] She won't be able to verbally do that. She would have to send an email to [PII].
[CUSTOMER][NEUTRAL] Then do it
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you wait 1 2nd?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] You said [PII].
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I will have her do that then.
[AGENT][NEUTRAL] OK, well, is there anything else that I could try and help you with, [PII]?
[CUSTOMER][NEUTRAL] No, that's just it. We had an employee that was fired back in April and for some reason he's still not taking off the billing.
[AGENT][NEUTRAL] Uh, uh-huh.
[AGENT][NEUTRAL] Oh, OK, so yes ma'am, she can send an email in requesting that, but unfortunately, you know, I just can't provide any other information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, and that's fine I understand.
[AGENT][POSITIVE] So, yes, well, thank you very much for understanding, so.
[AGENT][POSITIVE] If that is all then that I could help you with at the moment, [PII], thank you for calling APL and I hope that you have a great day.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye bye.