AccountId: 011433970860
ContactId: f1fa3f64-096a-442a-a4b1-2e0213b9009b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443769 ms
Total Talk Time (AGENT): 167363 ms
Total Talk Time (CUSTOMER): 130275 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/f1fa3f64-096a-442a-a4b1-2e0213b9009b_20250527T18:27_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with um Stockton and Associates. I am calling about one of our groups, Ponca City Housing Authority.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the group number is 18462.
[AGENT][NEUTRAL] Alright, and [PII], what's a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][POSITIVE] OK, and I have the group here. And how may I assist you today?
[CUSTOMER][NEUTRAL] Well, a couple of things. I have an employee whose last name has changed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But I don't see a place that I can update that.
[AGENT][NEUTRAL] So for that, um, you would, well, you're not going to be able to do it online because we'll need a copy of their like an updated license with the new address or a marriage or or divorce, whatever the cause to change, um, but you can email it to us, um, to the care team email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's that?
[AGENT][NEUTRAL] So that's care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, [PII].
[AGENT][NEUTRAL] [PII],
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you would put like in the subject, um, you know, your group name or I'm sorry, group number and then if you want to just put um
[AGENT][NEUTRAL] Please see last name change for, you know, whoever the rep or the member is and then just attach the document, the license or.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, and then I also I just entered somebody new and I don't know what I picked up wrong, maybe the zip code, but it made him the city on his address is [PII] and it should be [PII] City and the zip code should be different.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] So can we not do an address change either?
[AGENT][NEUTRAL] What's the
[AGENT][NEUTRAL] Now, to be honest with you.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] What was the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So right now, um, because the new website is getting ready to launch, the whole everything is a little wonky. Our systems were just down earlier. So there may be certain things that aren't working, um.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that could be what's happening too, um, for right now. Hold on one moment, let me look.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], I just need you to verify you already gave me the um.
[AGENT][NEUTRAL] I'm looking straight at it. You've already given me the group name. I could, I just went blank. I'm sorry, you've already given me the group name. Can you verify the address?
[CUSTOMER][NEUTRAL] Uh, Ponca City Housing Authority.
[AGENT][NEUTRAL] Mhm. Can you just verify the address?
[CUSTOMER][NEUTRAL] For the group?
[AGENT][NEUTRAL] Yes, I'm, I'm trying to ask, go ahead. Yes.
[CUSTOMER][NEUTRAL] For the group?
[CUSTOMER][NEUTRAL] OK, hold on just a second, I'll have to look it up.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, it's not on there uh just a second.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[AGENT][NEUTRAL] Thank you for that and then just the email address on file.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I don't know if I know whose email address is on file.
[AGENT][NEUTRAL] Let me ask you this just so I have clarity. Are you calling with the broker's office or you're calling with the group?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm calling with the broker's office.
[AGENT][NEUTRAL] OK, that's different. OK. So that's OK. You've already, um, you've already verified all that I need and then for
[AGENT][NEUTRAL] [PII]. I'm not showing him on here yet or he or she on here yet.
[CUSTOMER][NEUTRAL] Well, I just added him so I don't know.
[AGENT][NEUTRAL] Let me see if I do all if I'll be able to see it.
[CUSTOMER][NEUTRAL] If that's why.
[AGENT][NEUTRAL] Oh, I see. Hold on one second.
[CUSTOMER][NEUTRAL] Because I see him on here, OK.
[AGENT][NEUTRAL] OK, so for the address, the, OK, I do see the city as [PII], so it should be, what should, what should it be?
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, and then the zip code should be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Or I'm sorry.
[CUSTOMER][NEUTRAL] [PII]. I'm sorry.
[AGENT][NEUTRAL] [PII]. OK. No, it's OK. [PII].
[AGENT][NEUTRAL] OK, so it should read [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, let me make sure that safe. Hold on one second.
[AGENT][NEUTRAL] OK, so I update it for you. Um, so it's showing as [PII] now.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, great, that was my two things so I will send something over to change that person's name and I appreciate your help very much.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.