AccountId: 011433970860
ContactId: e540a8d6-8668-4f7f-a565-f82053e4a5d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174770 ms
Total Talk Time (AGENT): 59191 ms
Total Talk Time (CUSTOMER): 42222 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/e540a8d6-8668-4f7f-a565-f82053e4a5d5_20250623T16:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. This is [PII] with uh Elmolino Restaurant. Um, I'm, uh, I'm, I'm not able to log in, uh, to your website. I need some help.
[AGENT][NEUTRAL] OK. Do you have your group number?
[CUSTOMER][NEUTRAL] Sure, uh 17413.
[AGENT][NEUTRAL] Are you trying to log in as the group administrator?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what was the group name again?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] In the name of the group,
[CUSTOMER][NEUTRAL] Uh, Elmolino Inc.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so we've recently upgraded our.
[CUSTOMER][NEUTRAL] I'm sorry, no, it's uh Imolino Food Corp. I'm sorry.
[AGENT][NEUTRAL] OK, um, we've recently upgraded our website so you'll have to recreate your login, but I've got, uh, that can only be completed by the, um, group contact with that which I have is [PII] Care.
[CUSTOMER][NEUTRAL] She's no longer with the company.
[AGENT][NEUTRAL] OK, um, so if the group contact needs to change, we need to, we need an email from.
[AGENT][NEUTRAL] Um, whoever would be changing the group contact and if you can send that to [PII].
[CUSTOMER][NEUTRAL] Uh, one moment please.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What is the
[CUSTOMER][NEUTRAL] Email?
[AGENT][NEUTRAL] And the email is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So if you can email over that you know [PII]'s no longer with the company and then who should be the new group contact with their email information?
[CUSTOMER][NEUTRAL] So it's a care team at [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, I'll send it right now.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][POSITIVE] Uh, no, that's all. Thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too, bye.