AccountId: 011433970860
ContactId: 06899a5c-bb6d-4c4f-9e21-0765765ff722
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261220 ms
Total Talk Time (AGENT): 78227 ms
Total Talk Time (CUSTOMER): 116833 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/06899a5c-bb6d-4c4f-9e21-0765765ff722_20250304T16:49_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling AP this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, good morning. My name is [PII], and I'm trying to log in because I'm the administrator of the plan, and, uh, yesterday, uh, they requested from us an email from the administrator that could go, uh, you know, and give me authority to go in, and he sent the email yesterday. I would like to know if, uh, you can check if the email was received so I can log in.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So right now we.
[AGENT][NEUTRAL] OK, alright, Ms. [PII], um, can you please give me your group number?
[CUSTOMER][NEUTRAL] Room number is 80099.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I'm gonna go ahead, Ms. [PII], um, can you please verify the physical address of the group for me?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. I'm gonna go ahead and transfer you now on over to group billing to see if they've been able to take care of that for you and so we can get a status on it's gonna be a hold.
[CUSTOMER][NEUTRAL] I think.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Thank you for calling ATO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the care team. I got Ms. [PII] on the phone, um, with group number 80099.
[AGENT][NEUTRAL] And she is calling to follow up about the email um that would help add her to the group as a contact person.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What was the, what was her um uh what was the group number again? I'm sorry.
[CUSTOMER][NEUTRAL] 800
[AGENT][NEUTRAL] It's 099.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sorry, your headset is cutting out or, well, I don't know if it's gonna be my headset, but it's, it's like a weird noise.
[AGENT][NEUTRAL] I know I just.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Yeah, I just heard that well.
[CUSTOMER][NEUTRAL] All right. And what's her name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that? It cut out.
[AGENT][NEUTRAL] Oh my gosh, it's [PII] or [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And uh does she know that um the group, does is there a new group admin or is [PII] still there?
[AGENT][NEUTRAL] I believe that he didn't, she didn't say anything about him, but she kept saying to him, I can be on there with him.
[CUSTOMER][NEUTRAL] OK, because if he's still here since she's not listed as a group contact, then he would need to email the care team um to get her set up that she and if he can't set her up himself, uh, let me see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, you can uh send her over though and I can give her that information if you'd like.
[AGENT][POSITIVE] OK. All right, so much, [PII]. You have a good day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Mm bye bye