AccountId: 011433970860
ContactId: 48acdc3d-6c29-4104-b0f6-70da384c697f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261040 ms
Total Talk Time (AGENT): 135330 ms
Total Talk Time (CUSTOMER): 99950 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/48acdc3d-6c29-4104-b0f6-70da384c697f_20250211T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] [PII], good morning. How are you doing? This is [PII] complaints.
[AGENT][POSITIVE] Hey [PII]. Hey, I'm good. How are you?
[CUSTOMER][NEUTRAL] How you doing?
[CUSTOMER][POSITIVE] Very good, thank you. [PII], I have [PII] from group number 19,400.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I the reason she's calling is, well, she had two reasons. Uh, number one, she's trying to make a payment online, but apparently she has some troubles trying to log in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Apparently the person who was in charge of this email before he never updated he never gave this information to anyone anybody else in the company.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Uh, and this person is no longer with the company, so she needs to update the email and the password so she can be able to make the payments online.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would you be able to assist her with this situation?
[AGENT][POSITIVE] Yeah, yeah, I can help her mhm you can send her to me.
[CUSTOMER][NEUTRAL] Alright, perfect, um, let me just go back to her and let her know that she's gonna be transferred, OK? Just give me one second.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, no problem.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi Ms. [PII].
[CUSTOMER][POSITIVE] Yeah, good morning.
[AGENT][POSITIVE] Hi good morning my name is [PII] how are you doing?
[CUSTOMER][POSITIVE] Very good and yourself?
[AGENT][NEUTRAL] I'm doing well thank you um so [PII] gave me your group's information and he said that you're needing to update your contact information so you can log in online, is that right?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, and so I understand that [PII] is no longer the contact.
[CUSTOMER][NEUTRAL] No, he retired 3 years ago.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, OK, so what we need to do then, um, we need to have an email sent, um, we have to have something in writing just letting us know that the contact is no longer with the group and you know the new contacts information so um if you could send that email over I can give you the the email address to send that to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][POSITIVE] OK, it is gonna be [PII] team and that's CARE.
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] So [PII] team at [PII].
[CUSTOMER][NEUTRAL] I'm sorry, TE and then what else?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, OK, so I, I have to send an email with um with what? What, what, what should I specify on that email?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So, um, in the subject line if you can just put your and just include your group number 19,400.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then in that email if you can just let us know that [PII] is no longer the group contact he's no longer with the group and then you know if your information should replace his just let us know that you're the new contact um and just we need the name, email address and phone number and so once you get that request over to us we can update our system and what we'll do is we'll respond back to let you know that it's complete.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then that way you can go online then and reset the password, um, and then, and then the email will come to you, um, instead of [PII]'s email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh perfect perfect thank you so much.
[AGENT][POSITIVE] Yes ma'am, no problem Ms. [PII]. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, I think that was it. That, that will be it. OK, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, you're very welcome thank you for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.