AccountId: 011433970860
ContactId: dd81edcd-85a1-47da-bcef-32ae376c375f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251460 ms
Total Talk Time (AGENT): 108269 ms
Total Talk Time (CUSTOMER): 146685 ms
Interruptions: 4
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/dd81edcd-85a1-47da-bcef-32ae376c375f_20250619T14:40_UTC.wav
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[AGENT][NEUTRAL] Good morning. This is [PII].
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] Uh, hey, I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm here
[AGENT][NEUTRAL] I get it
[CUSTOMER][NEUTRAL] I've been here for the, for the, for the past week, I've just been here.
[AGENT][NEUTRAL] Oh, I just say it.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh girl, oh my goodness, um, we need a big vacation.
[AGENT][NEUTRAL] Yes, and for that.
[CUSTOMER][NEUTRAL] Yes, I hope this OSC gets settled so we can just breathe, but I have a really frustrated um group contact on the line. She's really frustrated and I'm like, OK, let me see what I can do now, because, um, uh, you know that, you know, when they have more than one group they need to.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Change the email and it has to be a different email. It cannot be the same one. I, I'm aware, you know, about this. So basically, she's wanting me to change it. I said, well, you need to send an email. She's like, no, I mean, you're the one that decided to change everything and you know, she's frustrated, she's really frustrated. Is there any way we can change just the email?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh my. OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Or no.
[AGENT][NEUTRAL] Oh, OK, um, what is the grade number?
[CUSTOMER][NEUTRAL] It's 267-81, and she has two.
[AGENT][NEUTRAL] OK. So this is [PII] on the phone?
[CUSTOMER][NEUTRAL] Yes, I got back in the in the phone, yes.
[AGENT][NEUTRAL] And she wants to change the email address and you said she has another.
[CUSTOMER][NEUTRAL] She just wanna update it so she can create. Yeah, she has another group, yeah, and I told her she cannot use the same email, so she's like, but now why I need to do all this? Why can't you change it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So I'm like, oh, OK.
[AGENT][NEUTRAL] Um, what is the other group number?
[CUSTOMER][NEUTRAL] And the other is 26939.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] OK, here's what I, I will say, oh.
[AGENT][NEUTRAL] We, you know, she, she's verified all the information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And wants to update I can update the email address on one of them since she has verified the information technically we do need an email, but since she's, you know, you know, um, we won't fight that.
[CUSTOMER][NEUTRAL] Yes, everything.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] She's frustrated. Yeah, I just didn't, you know, I don't wanna, I didn't wanna push it too much. Yes, I know. I was like, um, yeah, I don't think I can, you know, that's why I'm calling. I'm like, uh, let me just try to help her.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, if you can change the first one I gave you the 267-81 because she already used the other one to register so we're trying to just register this, this other one, the 26781.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What does she want it changed to?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Um, info at the seals the same after the app, so it's just info in the front.
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] Oh, come on
[AGENT][NEUTRAL] Info. OK, that's not too bad. Info [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah, uh uh.
[CUSTOMER][NEUTRAL] Yes, that's it.
[AGENT][NEUTRAL] OK, info at, OK, I do have it updated, um, now do you need me to talk to her or you know.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, no, that's all we needed. I, I'll get her to register. Uh, we're just trying to register and she just needs to get it set up. So it's OK. I got it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And, but you are right, she would need to send an email so we would have backup for the request, but you know, yes, it's gotta be exception sometimes, so yes, yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] No, OK, yeah, but I got you. Yeah, next time if they're not frustrated, I'll, I'll make sure they sent that email. Yeah, I do see a change. Thank you.
[AGENT][NEUTRAL] OK. Do you see it change?
[AGENT][POSITIVE] OK. OK. OK. Yes, you are welcome.
[CUSTOMER][POSITIVE] OK. Have a good day, [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] You too. Bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] OK.