AccountId: 011433970860
ContactId: 4cfb7885-4ee2-4c0c-a56b-3bced0321171
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267549 ms
Total Talk Time (AGENT): 51312 ms
Total Talk Time (CUSTOMER): 148580 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/4cfb7885-4ee2-4c0c-a56b-3bced0321171_20250424T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Morgan Morgan, um, a group that I have with you called Vineyard Golf.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Actually, you know what I'm giving you the wrong group. Let me back. Let me rewind a group that I have with you called uh Mobile Auto Glass Mobile Auto Glass. See if you can pull them up. I, I always get confused as to how you have them if you have them under mobile Auto Glass or Mr. Auto Glass.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it looks like mobile Auto Glass repair, um, and then they do business as Mr. Auto Glass, yeah.
[CUSTOMER][NEUTRAL] You do? OK.
[CUSTOMER][POSITIVE] You got it. The that company sold and they have a new owner and uh the new owner wanted to be the one getting all of the emails now and everything.
[CUSTOMER][NEUTRAL] So what do we need to do to to do that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we just need a um like a letter um on the letter company the, excuse me, company letterhead.
[CUSTOMER][NEUTRAL] Are you required on company letterhead?
[AGENT][NEUTRAL] Um, I believe so. We just need something that states that they've sold and who they sold to.
[CUSTOMER][NEUTRAL] Can can you get it? Can I send it to you? Or does it have to be from the company?
[AGENT][NEUTRAL] Yeah, you can send it to us.
[AGENT][NEUTRAL] No, I think you can send it to us.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] OK, so I'm gonna send it to the Florida team right now.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So how should I put it is mobile autolas?
[AGENT][NEUTRAL] Uh, yeah, mobile Auto Glass and then their group number is 249-85.
[CUSTOMER][NEUTRAL] Auto Glass 24985.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Make sure I got that right, 249-85. OK, um, and I'm just gonna say please.
[CUSTOMER][NEUTRAL] Note
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mobile Ala.
[CUSTOMER][NEUTRAL] As new owners.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] we need
[CUSTOMER][NEUTRAL] To update.
[CUSTOMER][NEUTRAL] The what should I call it mailing.
[CUSTOMER][NEUTRAL] Correspondence.
[AGENT][NEUTRAL] Um, yeah, that's fine. Mailing, emailing, just give us whatever.
[AGENT][NEUTRAL] Just whatever they want if they want things.
[CUSTOMER][NEUTRAL] The only thing changed is the email.
[AGENT][NEUTRAL] That's fine, yeah, so just.
[CUSTOMER][NEUTRAL] Please note that Mo Auto Glass has new owners and we need to update the mailing correspondence.
[CUSTOMER][NEUTRAL] Um, 2.
[CUSTOMER][NEUTRAL] The following.
[CUSTOMER][NEUTRAL] OK, so the lady's name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, and, uh, do you want her phone number?
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK, so I'm gonna put her phone number in here.
[CUSTOMER][NEUTRAL] OK, and we'll put in her email.
[CUSTOMER][NEUTRAL] [PII] is correct. [PII] [PII].
[CUSTOMER][NEUTRAL] OK, and then um.
[CUSTOMER][NEUTRAL] Let me put it in her email.
[CUSTOMER][NEUTRAL] OK, so her email is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][POSITIVE] OK, so I'm gonna send that to you right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, alright, I'm sending this to you right now if you end up needing anything else, uh, uh, just let me know.
[AGENT][POSITIVE] We will, thank you.
[CUSTOMER][POSITIVE] Alrighty have a nice day thank you bye bye.
[AGENT][POSITIVE] You too enjoy your day bye.