AccountId: 011433970860
ContactId: 90f903a3-b666-444f-a2d6-74c903a2f23e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443109 ms
Total Talk Time (AGENT): 218466 ms
Total Talk Time (CUSTOMER): 145331 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/90f903a3-b666-444f-a2d6-74c903a2f23e_20250109T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] Hi, [PII]. I'm good. How are you?
[CUSTOMER][POSITIVE] Hey, I'm doing good. Um, so I have a question. Can I give you the group number?
[AGENT][NEUTRAL] OK, yes, go ahead.
[CUSTOMER][NEUTRAL] OK, it's 15775.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so I'm talking to the agent. He said that within this group, there are about 10 employees that are uh because something is being sold and those 10 employees need like, basically it sounds like they need a new group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that considered a division change?
[CUSTOMER][NEUTRAL] Or this is something different cause I'm all twisted.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I was just confused. So, but that's how he explained that he said it's being um part of Biotechnica is being sold, but they still want.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Those 10 employees to have coverage, but it would need a new group number because they're not gonna be technically bio technica anymore.
[AGENT][NEUTRAL] OK. Yeah, that sounds like that needs to be.
[AGENT][NEUTRAL] Like new business maybe?
[AGENT][NEUTRAL] Um, that would handle that because that sounds like a new group's gonna have to be set up for it.
[CUSTOMER][NEUTRAL] 3 OK.
[AGENT][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was just looking at this guru and I it's, I see all the division stuff, but, cause at first he made it sound like it was like two separate groups and one just needed to go from one to the other, but then he started talking more and I'm like, wait, so is it one group or?
[CUSTOMER][NEUTRAL] Or is it two groups? He said, no, it's it's sounds like it's like two locations under this group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And one of the locations is being sold, but they still want it to.
[CUSTOMER][NEUTRAL] They still want them to have their service.
[AGENT][NEUTRAL] OK, so yeah, either that's a new group set up or it's a division set up either way, um, yes, that would be new business, um.
[AGENT][NEUTRAL] Let me see, the only new business person that's in right now is [PII].
[AGENT][NEUTRAL] I can see if I can get her on the line, or do you want me to get her to call him back or?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, well, we need to change this inguru cause it says call customer service if you have questions, um.
[AGENT][NEUTRAL] Uh what Gary card are you looking at?
[CUSTOMER][NEUTRAL] Group, add, change, remove a division or location.
[CUSTOMER][NEGATIVE] And it says still need assistance with how divisions need to be set up transfer call to customer service.
[AGENT][NEUTRAL] Well, so new business is in customer service?
[CUSTOMER][NEUTRAL] Oh, how do I get there?
[AGENT][NEUTRAL] So they're, well, that's the problem. So we're not, we're all in one group on the phones. So new business sets up the divisions and stuff um but they're under the customer service on the phones.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Um, yeah, so when you call the customer service, you might get a new business person and you might get customer service. It just so happens you got customer service.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I'm trying to think what's the best way. I can try to get [PII] on the phone right now. Hold on just a second.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hey, what are you doing?
[AGENT][NEUTRAL] Sorry I'm sorry. Um, I think I just got a phone call in AWS that I think needs to go to you. Um, it's [PII] from the care team and it's regarding group number 15775.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Something is familiar about that.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Well, he's telling her that there's 2 locations for BioTechnica and one of them is being bought out, but they still want those employees to be covered. So he's saying that a new division needs to be created or something. Can you, that is new business, right?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, OK, so I was just trying to explain to [PII] that it because the guru card said customer service. I was like it is customer service you would call, but you need to talk to a new business person in customer service. So I was like let me see if I can get [PII] on the phone for you. So I'm gonna um join us all together and then she can join you with the, yeah, OK, all right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Gotcha. OK.
[AGENT][NEUTRAL] Well, hold on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] How do I join? I need to join.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] It's still
[AGENT][NEUTRAL] Are you there, [PII]?
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEGATIVE] What the heck?
[AGENT][NEGATIVE] It keeps saying on hold.
[CUSTOMER][NEGATIVE] See for me it's hard to work this system. I on the phone.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Now she can
[AGENT][NEUTRAL] Maybe if I swap.
[AGENT][NEUTRAL] Just tell her to call your number directly.
[CUSTOMER][POSITIVE] Yeah, yeah, that'll work.
[AGENT][POSITIVE] OK, OK, let me do that right, thank you.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Hi, OK, I got [PII] on the line. I was trying to connect y'all and for some reason it wouldn't let me do it maybe because there's 3 of us. Uh, do you know how to call a direct number?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I got [PII]'s number. I gave her the group number and everything and told her what's going on. So you're welcome. Uh, so you're gonna dial her number that's uh [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and she can talk to them and see what all needs to be done.
[CUSTOMER][POSITIVE] All right, thank you so much, memory.
[AGENT][POSITIVE] No problem [PII] have a good day.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][NEUTRAL] Bye-bye.