AccountId: 011433970860
ContactId: 33d124d1-d819-407e-934e-55a9e6f35fc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 440119 ms
Total Talk Time (AGENT): 94702 ms
Total Talk Time (CUSTOMER): 156510 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/33d124d1-d819-407e-934e-55a9e6f35fc0_20250219T18:43_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling on behalf of the broker's office, um, for I'm assisting a group in gaining online access and we came across, um, we need to change the contact person and the email that's going to be going in and paying the bills and stuff like that can you assist me with that?
[AGENT][NEUTRAL] I can certainly try [PII]. What group are we talking about?
[CUSTOMER][NEUTRAL] Group number 26902.
[AGENT][NEUTRAL] Just a moment, let me get that pulled up.
[AGENT][NEUTRAL] [PII]'s tender Care.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. And who is the contact? So is [PII] no longer there?
[CUSTOMER][NEGATIVE] No, she's there she's just not going to be handling the bills and and and stuff like that.
[CUSTOMER][NEUTRAL] She's not the admin, she's the owner.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so do we wanna remove her as the contact or do we?
[AGENT][NEUTRAL] Just want to give this.
[CUSTOMER][NEUTRAL] Yes, the
[AGENT][NEUTRAL] OK. Go ahead, [PII].
[CUSTOMER][NEUTRAL] Uh, well, the person that's gonna be handling handling the group is [PII].
[CUSTOMER][NEUTRAL] So if anything needs to be done that's the person we're gonna contact.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you do me a favor? Um, I mean I can I can get them set up, but [PII], can you send an email to us?
[AGENT][NEUTRAL] With the new contact information?
[CUSTOMER][NEUTRAL] Yeah, um
[CUSTOMER][NEUTRAL] Yeah, how long?
[CUSTOMER][NEUTRAL] Does that take, I guess my question is, um, like I said, I was in the process of walking, um,
[CUSTOMER][NEUTRAL] [PII] a step by step through um gaining access online so she can go online and pay the bill. I'm not sure when the bill is due. Uh she was wanting to do that today or be able to look in it today. So would the best option be.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To keep [PII] on and just me send an email.
[CUSTOMER][NEUTRAL] Saying um to give access to [PII] that way, I guess my question is how long does it take to change the contact person since she's wanting to do that today.
[AGENT][NEUTRAL] It, it does not take very long at all, but I can tell you, um,
[AGENT][NEUTRAL] [PII] has not created an online service center account, so she wants to be the owner of it and then have users under it, she would need to go on first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, yeah, she's, she's not handling anything. We actually got off the phone with them today and [PII] is gonna be handling everything, so we'll go ahead and get that contact person information changed, um, and I just send it to who would I send that to our broker resources team?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] In this case, [PII], go ahead and just send it directly to me and I'll take care of it right now.
[CUSTOMER][NEUTRAL] OK, let me go to my emails.
[CUSTOMER][NEUTRAL] OK, and what's your email?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK, so, um.
[CUSTOMER][NEUTRAL] In the subject I have the group number, the group name and then um.
[CUSTOMER][NEUTRAL] I'll just put who we're going to change the contact to their name and their email address.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, and um I think your phone is the phone number the same?
[CUSTOMER][NEUTRAL] Um, it should be, let me see which one's on file real quick.
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][NEUTRAL] It is different.
[CUSTOMER][NEUTRAL] OK, I'll put the phone number too.
[CUSTOMER][NEUTRAL] I'm just double checking her email real quick.
[CUSTOMER][NEUTRAL] Alright, I have um the contact person name, the new phone number and the email address. Is there anything else that needs to go in there?
[AGENT][NEUTRAL] That should do it once we get that updated, um, she can go out and create her online service center account.
[CUSTOMER][NEUTRAL] OK perfect alright I'm sending that over and will we get a notification when that's been updated or will she get an email or something?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I am gonna ask that they send you a notification once they've completed uh the request and I'm putting it through on a rush, OK?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Thank thank you so much for your help I greatly appreciate it.
[AGENT][POSITIVE] No problem, [PII]. You have a great day, OK?
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.