AccountId: 011433970860
ContactId: 86c88922-e189-4dd1-b42f-bfd4a1d7a0a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91440 ms
Total Talk Time (AGENT): 30500 ms
Total Talk Time (CUSTOMER): 58441 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/86c88922-e189-4dd1-b42f-bfd4a1d7a0a7_20250321T17:44_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. Bree. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] again.
[AGENT][NEUTRAL] What's up?
[CUSTOMER][NEUTRAL] Hey, I've got um Miss [PII] on the phone. She is with Group 1593 Boser Parish Schools.
[AGENT][NEUTRAL] 1593
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And they have a bit of a problem um they are locked out of their OSC.
[CUSTOMER][NEUTRAL] Um, [PII] is the contact person, but she is no longer the contact person because she's no longer there, so they need help with, um, updating their contact person and getting unlocked from the OSC.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] And I didn't unlock her because she's not the contact person.
[AGENT][NEUTRAL] Yeah, first they would have, they'll have to send us to send an email, um, because we need it in writing to update the contact person and then we can work on the OSC account but we have to get that group and stuff, um, updated before we can do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm going to go ahead and take the call back and let her know that I didn't know if there was something different that you guys could do, but I appreciate you letting me know that so I'm gonna go ahead and get back on with her and let her know she needs to send that, OK?
[AGENT][NEUTRAL] OK, no problem, [PII], let me know if you need anything.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thanks bye.
[CUSTOMER][POSITIVE] All right, thank you. um bye bye.
[AGENT][POSITIVE] You're welcome.