AccountId: 011433970860
ContactId: a406d1f3-8981-492c-a875-6868c6f72423
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265359 ms
Total Talk Time (AGENT): 96538 ms
Total Talk Time (CUSTOMER): 128553 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/a406d1f3-8981-492c-a875-6868c6f72423_20250113T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with Next Generation MRI and our group number is.
[CUSTOMER][NEUTRAL] 24872.
[AGENT][NEUTRAL] Mhm. Give me your name again.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK. How can I help you, [PII]?
[CUSTOMER][NEUTRAL] I'm trying to find out how I would get.
[CUSTOMER][NEUTRAL] Our account to be updated to a different email than what's on file.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Because
[AGENT][NEUTRAL] I can help you with that, [PII]. What's a good phone number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the admin for this group would send an email to [PII].
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, and what would the address be, email address be?
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][POSITIVE] [PII] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh got you OK I see it right down here. OK, yeah, because the owner's wife is getting the communication, but it's not coming to the actual office, so and it says we've been behind and it's like but.
[AGENT][NEUTRAL] And then you
[CUSTOMER][NEUTRAL] I don't show that we're that behind so.
[AGENT][NEUTRAL] Who is the group contact?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Uh, OK, yeah. [PII] would need to send us an email, um, put the, uh, group number that you gave me in the subject line, and then in the body just state what what needs to be done.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and how would we get access to online because it shows um even when I tried to get new user they wanna know I guess who the email on record is so would that also be changed or how would I update that?
[AGENT][NEUTRAL] Yeah, so we can't provide any information until we get that email from [PII] if she's wanting to also add you as a group admin or a contact for this group, she'll need to indicate that as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, can I um send the information from the owner, the actual owner?
[CUSTOMER][NEUTRAL] That he wants to be put on it's shown [PII].
[AGENT][NEUTRAL] Who was the
[AGENT][NEUTRAL] OK, as a contact?
[CUSTOMER][NEUTRAL] Either contact or owner.
[AGENT][NEUTRAL] OK, whichever [PII] decides however you all wanna do it, but we, whoever it is, um, they would be the one calling to get the information.
[CUSTOMER][NEUTRAL] So [PII] has to call and change everything?
[AGENT][NEUTRAL] So if you're
[AGENT][NEUTRAL] She just has to send an email.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh OK alright.
[AGENT][NEUTRAL] To that email address to whomever we need to get added as an admin.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, very good all right thank you.
[AGENT][POSITIVE] All [PII]. Any other questions, [PII], I can help out with today?
[CUSTOMER][POSITIVE] Alright have a good day. No, that's it. I just wanna get in so I can pay it and see what's been going on. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the address for this location?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your email address, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, alright, and she can enter that or you know that information in the email and we can get that added for you.
[CUSTOMER][POSITIVE] OK all right thanks.
[AGENT][POSITIVE] OK. All [PII]. Anything else we can help out with today?
[CUSTOMER][NEUTRAL] Alright have a good day no appreciate it though thank you alright bye bye.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too.