AccountId: 011433970860
ContactId: 5b3c8313-7c1c-4c80-a1b4-e8785aacfc6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388390 ms
Total Talk Time (AGENT): 165818 ms
Total Talk Time (CUSTOMER): 228644 ms
Interruptions: 4
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/5b3c8313-7c1c-4c80-a1b4-e8785aacfc6b_20250127T18:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] in the care team, [PII]. Uh, I have Ms. [PII] on the phone, and she is with group 12,850.
[CUSTOMER][NEUTRAL] They are not signed up in the online service center yet and the lady that is their contact.
[CUSTOMER][NEGATIVE] Person is no longer the contact person.
[CUSTOMER][NEUTRAL] And she said that this group has a couple of members that she wanted to make sure that no changes were made for this group, you know, that they're still covered, so I'm transferring on over to you because uh she needs to get her contact information.
[CUSTOMER][NEUTRAL] So that she can go ahead and sign up on the online service center as a group administrator and get the information about the.
[CUSTOMER][NEUTRAL] Contact on this group.
[AGENT][NEUTRAL] OK, I think I got all of that is breaking up a little bit, but I think I got all of that.
[CUSTOMER][NEUTRAL] Or 2 members I should.
[CUSTOMER][POSITIVE] Oh, OK, good.
[CUSTOMER][POSITIVE] Good deal. Alright, well, I'm gonna go ahead and search you now.
[AGENT][POSITIVE] All right, I'll take care whenever you're ready.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] OK bye bye [PII].
[AGENT][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in the billing department. I understand you had uh some information you wanted to update on your group's uh contact.
[CUSTOMER][NEUTRAL] Hi [PII]
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] OK, so in order for me to be able to do that I'll need an email from uh the group, but that's just because so I have backup for that but um she, she said that she would like to set up uh your online service center uh account.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can send you over an email once you get um the contact information set up that would be able to be done of course everything would have to match the address phone number and email address that we have in order to set that up so it's good that you're wanting to change that contact information.
[CUSTOMER][NEUTRAL] That yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] All right, so let's see.
[AGENT][NEUTRAL] So Ms. [PII] is no longer the contact.
[CUSTOMER][NEUTRAL] Um, [PII], with that, um.
[AGENT][NEGATIVE] Oh, I apologize. I don't think I have the right.
[CUSTOMER][NEUTRAL] She she she said [PII].
[AGENT][NEUTRAL] I apologize. I thought I had the group pulled up and it was not the same. I do apologize. Let's see. [PII], yes, here it is. OK, yes, so as long as that email comes from the [PII] address we would be able to update um the contact information.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh huh yes.
[CUSTOMER][NEUTRAL] OK perfect so what is that email?
[AGENT][POSITIVE] It's gonna go to care [PII].
[AGENT][POSITIVE] Let me make sure I just get this exactly right here team.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] A [PII] OK [PII].
[CUSTOMER][NEUTRAL] [PII]. So [PII].
[AGENT][POSITIVE] Yes ma'am, what's a good email address for you? Because I'll go ahead and send this user guide over to you so you guys can get on there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, absolutely, it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Alright, I will get that sent over to you and as soon as we have, uh, you'll get, you should get confirmation, um, that your contact information's been updated and as soon as we get that update you can set up the online service center.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Excuse me, so for the email for the care team, the only thing I just need to request is that the contact change from [PII] to [PII]. Do you need any other information?
[AGENT][NEUTRAL] We will need your email address as well and that's um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] That uh should be, uh, did she, did she confirm your uh mailing address with us? What do you have for your mailing address?
[CUSTOMER][NEUTRAL] Um, no, um, [PII].
[AGENT][NEUTRAL] And phone number?
[CUSTOMER][NEUTRAL] Oh, OK, it's probably [PII]'s which would have been [PII] um.
[CUSTOMER][NEUTRAL] Uh, let me hold on one second. Let me see if I can figure out what her email was back in the day. [PII], um, give me one second. I think a new person has this, um.
[CUSTOMER][NEUTRAL] Which that will also obviously need to change to um.
[AGENT][POSITIVE] Yes, I was about to say if it's different we'll definitely wanna need it because that's gonna be something that has to match has to match for the online service center.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, so, um, my Outlook is wanting to give me a little bit of a.
[CUSTOMER][NEUTRAL] Mass real quick so um.
[AGENT][NEGATIVE] It's Monday, it's decided that it doesn't wanna work.
[CUSTOMER][NEUTRAL] I know, right? Um.
[CUSTOMER][NEUTRAL] Mail, um, [PII], so now it's [PII]'s number. Let's see what it is [PII], uh, well I didn't have it, um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have [PII], but um that's OK, just
[CUSTOMER][NEUTRAL] No, OK, [PII]. OK, OK, yeah, OK, that, that will work, yes, but I'll change it to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So just make sure the contact's name, email address and phone number on there to change so that it matches.
[CUSTOMER][NEUTRAL] OK, OK, perfect and so it's in my email signature is that good enough or do you?
[AGENT][POSITIVE] I would definitely just make sure I would say change these three things just so whomever does it knows specifically that that needs to be changed.
[CUSTOMER][NEUTRAL] Need it more specific.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and there were multiple emails that [PII] had. Can, can you confirm with me, um, what it had been at [PII] or at [PII] or did it have a different extension?
[AGENT][NEUTRAL] The domain was [PII].
[CUSTOMER][POSITIVE] OK perfect awesome. OK, that's what I needed to know that's perfect so I will send that over thank you so much, [PII]. I appreciate your help.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] No problem. Was there anything else I can help you with while we're on the phone?
[CUSTOMER][POSITIVE] Uh, that is it. I appreciate your help. Thank you.
[AGENT][NEUTRAL] Alright, I just sent over that user guide so you should receive that shortly.
[CUSTOMER][POSITIVE] OK awesome thank you.
[AGENT][POSITIVE] All right, yes ma'am. Have a great week. Thanks for calling ATL. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye you too bye.