This is mostly due to us being forced to speculate on your table. Dwain assume you have multiple rows but my guess is your table holds the entire discussion more in a format like this?

;WITH Transcript (message) AS (

SELECT '20:32:12 [Rachel] Thank you for contacting Our Company. How may I assist you?'

+ char(10) + char(13) + '20:32:31 [Marina Galofaro] What is the mailing address to mail a check?'

+ char(10) + char(13) + '20:32:49 [Rachel] I''m happy to provide you with the mailing address.'

+ char(10) + char(13) + '20:33:22 [Marina Galofaro] O kay, Thank you.'

+ char(10) + char(13) + '20:33:28 [Rachel] One moment please while I provide a link with directions to mail your payment.'

+ char(10) + char(13) + '20:34:05 [Rachel] Please click <a href="http://company.custhelp.com/app/answers/detail/a_id/1050/kw/payment" target="_blank">here</a> to view how to mail a payment.'

+ char(10) + char(13) + '20:35:07 [Rachel] Is there anything else I can help with, Marina? '

+ char(10) + char(13) + '20:35:56 [Marina Galofaro] No, Thank you!'

+ char(10) + char(13) + '20:36:00 [Marina Galofaro] Session Disconnected')

select * from transcript