AccountId: 011433970860
ContactId: 055dba06-ff34-4b7f-9195-031ce5088171
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172789 ms
Total Talk Time (AGENT): 91564 ms
Total Talk Time (CUSTOMER): 87661 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/055dba06-ff34-4b7f-9195-031ce5088171_20250310T16:07_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I think, are you the only person in group billing today? Like you didn't.
[AGENT][NEUTRAL] There's only 3 people on the phone. I mean, there's only 3 people that, yeah, we only have 3. The other 2 the there's that.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, alright, so, um, I've got Ms. [PII] on the phone. She is calling from group number 25923.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I have verified the group she is calling because the previous contact person is no longer there and she needs to get that contact person removed and her name added to the group as a contact person.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we're gonna need that in writing, but I can tell her that.
[CUSTOMER][NEUTRAL] Oh OK well if you want I could go back and tell her to send an email.
[AGENT][NEUTRAL] Yes, we're gonna need an email because I mean just to have something in writing um to update that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And get that taken care of.
[CUSTOMER][POSITIVE] Oh OK well I'll make sure it happens and they're gonna send it to the care team.
[AGENT][NEUTRAL] Are you sure? Cause I mean, I don't mind telling them.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No that way she doesn't have to be transferred again um and it needs to be sent to the care team email is that right? OK, I'll take care of it.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yes, yes, yes. So, and they will send it to us.
[CUSTOMER][POSITIVE] Not a problem. I got you. OK, thank you, [PII].
[AGENT][NEUTRAL] They will.
[AGENT][NEUTRAL] Uh, wait, wait, let me double check and make sure just to be, be on the safe side because we wanna make sure we got them taken care of and let me see who is on there.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And I don't want nobody to think that I'm not taking the call.
[CUSTOMER][NEUTRAL] No, nobody thinks that.
[AGENT][NEUTRAL] And that phone, that, that one that you sent me a while ago?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She was gone.
[CUSTOMER][NEUTRAL] Oh, I wonder what happened.
[AGENT][NEUTRAL] I don't know. And this is grassland golf and country club.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] Cause she may be already on there and I just don't want her to do double work. You know what I'm saying?
[CUSTOMER][NEUTRAL] Right, I understand.
[AGENT][NEUTRAL] No, we do have [PII] and that's the only one we have.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So yeah um we supposed to have those in writing just so we can update the uh contact information.
[CUSTOMER][POSITIVE] OK, alright, well, I will make sure I let her know. Thank you, [PII].
[AGENT][POSITIVE] You are so welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am. You took care of it. Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you, love. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] All right, bye bye.