AccountId: 011433970860
ContactId: e120e079-1b22-4079-9ed6-1487fdaa99fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 384140 ms
Total Talk Time (AGENT): 156638 ms
Total Talk Time (CUSTOMER): 121805 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/e120e079-1b22-4079-9ed6-1487fdaa99fe_20250128T15:01_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, so I am uncertain. This is [PII]. I'm cer uncertain if I was speaking to you just a few minutes ago I was disconnected.
[AGENT][NEUTRAL] Yeah, I was speaking with you.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I was speaking with you and the call dropped.
[CUSTOMER][POSITIVE] OK perfect um.
[CUSTOMER][NEUTRAL] I'm sorry, the last thing you oh, visiting angel.
[AGENT][NEUTRAL] Or is it you're doing business as a different under a different name?
[CUSTOMER][NEUTRAL] It would be [PII] is the name of the franchise owner.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what's a good, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the email address for the group?
[CUSTOMER][NEUTRAL] Oh, for the group it may be [PII].
[AGENT][NEUTRAL] But the
[AGENT][NEUTRAL] What is your email address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what's the address for the group?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And do you know the phone number for the group?
[CUSTOMER][NEUTRAL] Um, if it's not [PII]?
[AGENT][NEUTRAL] No, that's what not uh that's not what I'm showing on file. The address is different as well. Um, I'm not showing you as, um, well, I do show you here [PII], um.
[AGENT][NEUTRAL] As an admin on the group, the address you verified though is not the address that's on file.
[AGENT][NEUTRAL] Is there another address?
[CUSTOMER][NEUTRAL] When I
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I hope it's not [PII]. Is it [PII]?
[AGENT][NEUTRAL] What's the address for [PII]?
[CUSTOMER][NEUTRAL] Hold on, let me look and see.
[AGENT][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see, um.
[CUSTOMER][NEUTRAL] It will be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that's the one that we show on file.
[CUSTOMER][NEUTRAL] OK, that's probably because the director from [PII] called [PII] is her name.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I need one for [PII]. There's two different entities under the same owner.
[CUSTOMER][NEUTRAL] So she's in [PII]. I'm in [PII], but I'm not certain whether APL has both um offices under one group number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and so are you setting up an account for the one in [PII] or is it all in all the same?
[AGENT][NEUTRAL] The OSC account.
[CUSTOMER][NEUTRAL] I'm setting up, I'm setting up [PII]. I'm, I only manage [PII].
[AGENT][NEUTRAL] OK, so I'm looking at group 25584, so we need to clarify that first. Uh, let me get you over to the billing department. Give me just a second. Now they may be in a meeting [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let me try. Give me a second, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] My condolences to you and your family.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, I have [PII]. Um, she is calling, uh, with group number 25584.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] D DBA visiting [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Oh my gosh, I can't remember why she called. I know it was regarding her bill.
[AGENT][NEUTRAL] But I see her as a group admin in the comment section, uh, but the address that she verified was a different address on file, and she's wanting to know if there's two separate accounts.
[AGENT][NEUTRAL] One for [PII]. I'm thinking not because of how it is in the system and then a separate one for visiting [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, yeah, I'm only seeing one [PII], yeah, and then I'm not seeing anything for visiting [PII].
[AGENT][NEUTRAL] PBA. Mhm.
[AGENT][NEUTRAL] OK, because the address she provided, she said what we have is incorrect and I know that the group admin is gonna have to deal with, I mean, send us something regarding that, but she, but she said that we should be using both addresses, the one that's on file now and another one and so anyway, I was calling to see if there were two separate group numbers one for [PII], one for visiting [PII]. Can you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, I'm, I'm not seeing two different groups, but I'm, I'm also don't understand her saying that we should be using two different addresses because it's under one group.
[AGENT][NEUTRAL] Me either.
[AGENT][NEUTRAL] Right. Can you talk with her?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I really would appreciate it because I don't wanna misconvey, but that's, those were her words, but I think to probe for deeper uh information, um, if you don't mind handling for us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] OK, here she comes. Thanks.
[CUSTOMER][POSITIVE] Thank you.