AccountId: 011433970860
ContactId: fb3ca398-8479-4ed7-9ca3-5596bb797d02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122500 ms
Total Talk Time (AGENT): 51479 ms
Total Talk Time (CUSTOMER): 56211 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/fb3ca398-8479-4ed7-9ca3-5596bb797d02_20250527T14:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] in customer service. I have Ms. [PII] with Rosa Palm Group 22.
[CUSTOMER][NEUTRAL] 233.
[AGENT][NEUTRAL] And who? What's the person's name?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um, she's, uh, [PII].
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, she is having trouble with um accessing the invoice.
[AGENT][NEUTRAL] Yes, the online service center is down.
[CUSTOMER][NEUTRAL] Um, and
[CUSTOMER][NEUTRAL] Mhm and was asking if we could um email it to her.
[AGENT][NEUTRAL] Yes, um, is the email address on EMPL the correct email address? Well, that's the only one I can email it to anyway, but yes, I'll get it emailed over to her shortly as soon as my computer.
[AGENT][NEUTRAL] Um, starts acting right.
[CUSTOMER][NEGATIVE] It's slow on us. Yeah, it's slow on me too.
[AGENT][NEUTRAL] Hm. All right. So, [PII], does [PII] know that the email address that we have on file is the only one I, I can send it to you, right?
[CUSTOMER][NEUTRAL] Oh, the lion.
[CUSTOMER][NEUTRAL] Um, I was not able to get on to that because I wasn't too familiar with it.
[AGENT][NEUTRAL] OK, well, I'll email it to the email address that we have on file, but that's, that's the only one I can send it to.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right. And if she asks for that email to be changed, um, that will still have to be through y'all, right? in case there's anything that she says that.
[AGENT][NEUTRAL] It would have to go through.
[AGENT][NEUTRAL] It would have to need to be sent through an email to the care team.
[CUSTOMER][POSITIVE] OK. All right, perfect.
[AGENT][NEUTRAL] And it needs to be the contact person that's changing it, [PII] or [PII].
[CUSTOMER][POSITIVE] All right. I got it. All right, thank you.
[AGENT][POSITIVE] You're welcome.