AccountId: 011433970860
ContactId: 136eba01-c70c-4d0e-be5e-558ea140ce67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351970 ms
Total Talk Time (AGENT): 150944 ms
Total Talk Time (CUSTOMER): 106797 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/136eba01-c70c-4d0e-be5e-558ea140ce67_20250624T20:25_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with Cowboy Community Action. Was it you I spoke with earlier?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, I don't think so, but I can help you.
[CUSTOMER][NEUTRAL] OK, OK, um there was a lady who helped who, um, instructed me to email her um at the um sales, uh, whatever the the email is and that she would put my email on the record so I can create us a new um log in or whatever but I haven't heard anything back and I know I need to get a bill paid.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, we just had a meeting about some of the stuff that we're trying to get resolved for you guys regarding paying the bills. What's the, what is you send an email to the APL dash sales folder.
[AGENT][NEUTRAL] Or email I mean? OK, and your name and it's coming from what email address?
[CUSTOMER][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Oh, here it is. Yeah, 3:19. OK, let's see.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] to go to.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Hang on just one second.
[AGENT][NEUTRAL] Let me pull up this group one. Do you know what the group number is for?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 89887.
[AGENT][NEUTRAL] Ok, let me just look here.
[AGENT][NEUTRAL] OK, so, and you're with the group, you're with the group because I have, I have [PII] and [PII] on here and it's got [PII] is the email address on here. Are you wanting that updated or left the same?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, updated, um, she had me, uh, CC [PII] in an email asking if it was OK that you'll change it to my email and [PII] responded and said yes because she handed those duties over to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I see it. OK, that's what, that's what this is. OK, so we need to update this to [PII]. So we can't update it on our side, so bear with me just a second. Let me see if I can have somebody on our customer service side update this real quick. Do you mind holding for a second? OK, OK, just one second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] OK, no, not at all.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over Broker Resources. Um, I have a question. If we need to have the contact updated on a group, who's handling that on the is y'all's team handling that, or is the care team or customer service handling that?
[CUSTOMER][NEUTRAL] Um, the request will go to the care team and then they'll assign it in the hub like based on um like the state, um, like who because billing does it but it depends on like what group it is, um, like as far as who does it, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if I can you update one for me based off of a phone call that I have right now?
[CUSTOMER][NEUTRAL] Yes I can, but I need to, um, can you send it to me like in an email, um, after the call just because we have to log it, we have to upload it one day.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Mhm. Yeah. Mm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK, yeah, she's that they're needing to urgently get on to pay their bills, so do you want me to send it to you directly?
[CUSTOMER][NEUTRAL] Yeah, can you just send it to me, um, can you just send it to me in an email real quick? Yeah, 3.co and I'll update it right now.
[AGENT][POSITIVE] Yeah, I can send it right now actually.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You need to update contact information to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And what's the group number?
[AGENT][NEUTRAL] It is 89887.
[AGENT][NEUTRAL] Or just in it.
[AGENT][NEUTRAL] I double check the email address, yeah, uh, from [PII], yeah.
[CUSTOMER][NEUTRAL] To voice community.
[AGENT][NEUTRAL] I hope I typed it right. Her email address is down below and [PII], who's on there OK for it to be updated.
[CUSTOMER][NEUTRAL] OK yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right and.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, it's just updated.
[AGENT][POSITIVE] OK, you're amazing. Thank you so much. I appreciate it and I'll walk her through how to get it set up, so I appreciate your time. Thank you, thank you, thank you.
[CUSTOMER][POSITIVE] No problem bye.
[AGENT][NEUTRAL] Talk to you later bye.