AccountId: 011433970860
ContactId: 614ef098-154a-4d31-9607-2def9682629a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340070 ms
Total Talk Time (AGENT): 141224 ms
Total Talk Time (CUSTOMER): 149783 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/614ef098-154a-4d31-9607-2def9682629a_20250213T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Hey, so I have a Ms. [PII] on the line. She's calling about group number 80075.
[CUSTOMER][NEUTRAL] Well I called her back actually it was a callback request um.
[CUSTOMER][NEUTRAL] It looks like Ms. [PII] has spoken with [PII] before about this issue, but she is trying to get a payment history, um.
[CUSTOMER][NEUTRAL] Because I guess that she was overpaying and we just kept applying the balance over and over and over again um until like the next balance and then at the end of the year we cut her a check for all the overage and she needs to like get her books straight and so she's trying to get like a payment history and she said it's not available on the OSC because the balances has just been like applied forward um and so I was just hoping I could get her in touch with somebody.
[CUSTOMER][NEUTRAL] To help her with that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me look, see.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] Um, actually.
[AGENT][NEUTRAL] Oh great, OK, um.
[AGENT][NEUTRAL] Um, I I have done.
[CUSTOMER][NEUTRAL] Maybe she can talk to [PII], but somebody reached out. I'm not really sure exactly, honestly.
[AGENT][NEUTRAL] Talk to me.
[AGENT][NEUTRAL] She spoke to me.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, all right, let me see what.
[AGENT][NEGATIVE] was sadly.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, alright, that was that.
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, what, what we're gonna need to do is get her.
[AGENT][NEUTRAL] Information because I'll have to get with [PII] to see.
[AGENT][NEGATIVE] What, what, I mean, she's not even the [PII] is not even the contact person for this group anyway.
[CUSTOMER][NEUTRAL] Yeah, when I told her that I said, you know, we might only be able to talk to the contact. She's like, well, if I need to change the contact I'll just do that. And so I was actually gonna ask you about group contacts like does anybody from the group have the power to just send an email and make themselves the contact or do we verify with the contact, you know, listed?
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] It depends on the situation at hand. Um, if that, let's just say that [PII] is not actually in the position to um answer questions or whatever, um.
[AGENT][NEUTRAL] Uh, I mean, basically, yeah, we, as long as we have something in writing, we, we can change it, um.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] 9 times out of 10 when someone's wanting to change it, it's because they're actually in that position and the other person was just on the original application for the group.
[CUSTOMER][NEUTRAL] Yeah, that makes sense. OK, um, I, but I did, I mentioned something. I was like, I see your email address is a generic one, so if you have access to that one, you might still have access to whatever information we send, but I'm not sure if we have to speak to the group contact, um, and.
[AGENT][NEUTRAL] Yeah, technically, we, we would, um.
[CUSTOMER][NEUTRAL] But she said she would just send an email to change the contact to herself if we can't talk to her, so I was like, let me just talk to a group billing so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] On an email response.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um, yeah, get her information and just shoot me an IM with it which if it's, if it's the same phone number and AMPNT.
[CUSTOMER][NEUTRAL] Here I actually have her call back request so I'll forward that email to you um because that's what I've been they came through my, uh, just the OSC contact and what is your last name?
[AGENT][POSITIVE] OK, yeah, that'll work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I can tell.
[CUSTOMER][NEUTRAL] All right, [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, cool, I'm not even gonna put much in it. I'm just gonna throw my signature and call it a day. Um, perfect. I am forwarding you her contact her call back request, and I will let her know that you are what do you want me to say to her that you're getting things together, you're passing it to a supervisor.
[AGENT][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yeah, I'm, yeah, I'm having to get with the supervisor to, um,
[AGENT][NEUTRAL] Get it escalated because yeah, I'm not seeing where I ever received a response from [PII] when I questioned her originally about this because yeah, I don't, I don't remember.
[AGENT][NEGATIVE] Ever get anything back from this, um.
[CUSTOMER][POSITIVE] OK perfect I will let her know you have.
[AGENT][POSITIVE] So yeah just let her know that we're researching it and we'll we'll get back with her.
[CUSTOMER][POSITIVE] Awesome, and do you have a time frame like within 40 24 hours I can tell her?
[AGENT][NEUTRAL] Yeah, you could just say 24 hours it's fine.
[CUSTOMER][POSITIVE] OK perfect I will let her know thank you so so so much, Ms. [PII].
[AGENT][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Take care.
[AGENT][NEUTRAL] OK.