AccountId: 011433970860
ContactId: 6510e893-da2a-43d8-8d46-1cd88f5f11e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163289 ms
Total Talk Time (AGENT): 87531 ms
Total Talk Time (CUSTOMER): 68533 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/6510e893-da2a-43d8-8d46-1cd88f5f11e6_20250411T17:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for good afternoon. Thank you for calling APL. This is [PII] in Group Billing. How may I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. This is [PII]. I've got um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I've got Miss [PII] on the phone. She is with group number 21657.
[CUSTOMER][NEUTRAL] She is the contact person on the group and she is calling because she can't get the online service center anymore because the email address has changed and she's wanting to update it with us.
[AGENT][NEGATIVE] OK. Now, you keep breaking up, hon. I, I, I caught bits and pieces of that. So we've got all I, what I've got now, and correct me if I'm wrong. I've got, you've got your bed on the phone.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With group 21657.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she is calling about the online service center.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right, it has the wrong email address and she wants to update that.
[AGENT][NEUTRAL] OK, we need that in writing.
[CUSTOMER][NEUTRAL] OK, well, I'll go back to her and let her know then.
[AGENT][NEUTRAL] Yes, ma'am. We need to, uh, well, no, no, no, I mean, you don't, I mean, if you don't know, you don't know. I mean, there's a lot of things I don't know, trust me. Um, so you did check and see um.
[CUSTOMER][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] There, yeah, there's a lot of stuff.
[AGENT][NEUTRAL] You did check and see though on on the port to make sure that we had the correct or the.
[AGENT][NEUTRAL] Or to double check it.
[CUSTOMER][NEGATIVE] No, she said it's not correct.
[AGENT][NEUTRAL] OK. OK. Well, that's, that's fine. I just wanna make sure, but yes, ma'am, that's, we would need that in writing to update it.
[CUSTOMER][NEUTRAL] OK alright well I will get back with her and I will let her know that she needs to send that through the care team in writing.
[AGENT][NEUTRAL] OK. I mean, that way we've got something that says, you know, to cover us.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I
[CUSTOMER][NEUTRAL] I will make my notes.
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] Just short, sweet and simple.
[CUSTOMER][NEUTRAL] OK, I'm gonna get back to her.
[AGENT][NEUTRAL] All right. Well, if she has any questions, darling, just let me know.
[CUSTOMER][NEUTRAL] Yes. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, I sure will. Thank you so much, [PII].
[AGENT][POSITIVE] All right. You are so welcome and you have a good day, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.