AccountId: 011433970860
ContactId: 97355c77-2e06-436d-90c1-0014ac955da0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144970 ms
Total Talk Time (AGENT): 55840 ms
Total Talk Time (CUSTOMER): 48273 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/97355c77-2e06-436d-90c1-0014ac955da0_20250616T19:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Central Elevator in [PII], and I would like to give you permission to speak with another employee.
[CUSTOMER][NEUTRAL] It's only 16 gallons.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is it in regards to [PII]?
[CUSTOMER][NEUTRAL] Do you want our address or anything?
[CUSTOMER][NEUTRAL] Uh, paying the bills, I guess, uh, the, the website changed and, uh, she's been.
[CUSTOMER][NEGATIVE] She's been taking care of it, but now since I'm the admin I have to get permission or something.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] Let me see 237-83.
[AGENT][NEUTRAL] OK. OK. Thank you. And who are we wanting to speak with again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it's just to pay the invoice?
[CUSTOMER][NEUTRAL] Or for anything, no, she can, she can, uh, communicate with you freely.
[AGENT][NEUTRAL] Let me see what we need to do to add an admin on here. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so to have them added on to the profile you can just send us [PII] an email and I'll give you the email address and just put the name and um yeah, so the email address is going to be [PII]
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm and just make sure to include, of course.
[CUSTOMER][NEUTRAL] And just state that I'm giving her permission, sorry, the group number.
[AGENT][NEUTRAL] Yeah and the group number and then the and then her contact information as far as first last name that way she's just on there as a contact going forward.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will do that.
[AGENT][POSITIVE] All right, sounds good, [PII], yup, take care.
[CUSTOMER][POSITIVE] Thank you very much.