AccountId: 011433970860
ContactId: 12a7a939-efd0-4a72-b6de-7bd1017f2ddb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 535690 ms
Total Talk Time (AGENT): 254909 ms
Total Talk Time (CUSTOMER): 162162 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/12a7a939-efd0-4a72-b6de-7bd1017f2ddb_20250307T19:09_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was wondering, uh, I'm an employer if we can update the, the, the email address.
[CUSTOMER][NEUTRAL] On in our platform.
[AGENT][NEUTRAL] OK, you're wanting to find out if.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] We would like to receive the we would like to receive the monthly invoices being sent to a specific email address, and we were wondering how we can do this because I don't see an option on the APL website.
[AGENT][NEUTRAL] OK, yes ma'am, so you're wanting to find out if you can update the email address that's on file?
[AGENT][NEUTRAL] For where the invoice is sent.
[CUSTOMER][NEUTRAL] For invoices, yes.
[AGENT][NEUTRAL] OK, yes, ma'am. I can, I can help you with that. But first, I'll need to verify several things with you for security. So who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your callback number, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the group number, please?
[CUSTOMER][NEUTRAL] 26914
[AGENT][POSITIVE] OK, thank you so give me a moment please to get the group's information pulled up.
[AGENT][NEUTRAL] OK, so first off, uh, if you could please verify the name of the group and the address.
[CUSTOMER][NEUTRAL] Uh, yes, it's uh well Management LLC.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, and the primary contact for the group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his email address, please?
[CUSTOMER][NEUTRAL] Uh, I don't know what does he use [PII] or [PII]. I don't know. We've been, why, why do I need to verify his email address?
[AGENT][NEUTRAL] Because he's listed as the primary contact for the group and that's just a piece of information that we have to verify for security purposes.
[CUSTOMER][NEUTRAL] Uh, the one that he is he communicating with me because we we process the new domain, so let me see.
[CUSTOMER][NEUTRAL] Uh, week at, where are you?
[CUSTOMER][NEUTRAL] at [PII].
[CUSTOMER][NEUTRAL] Or we can pick on [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly your email address, please?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh haha. [PII].
[AGENT][POSITIVE] OK, thank you very much. So one moment for me to look at something on your group.
[AGENT][NEUTRAL] OK, so is it it's currently going to [PII]'s email, is that correct? And you're wanting to have it changed to yours?
[CUSTOMER][NEUTRAL] Yes, because he doesn't transfer them to us and we are not paying them on time or we are not aware of them.
[AGENT][NEUTRAL] OK, so first off, um,
[AGENT][NEUTRAL] What I'm going to do is to connect you with someone in our billing division to explain if that can be done as far as changing but since he is listed as the primary.
[AGENT][NEUTRAL] Contact for the group.
[AGENT][NEUTRAL] I will let them know that you're wanting to find out. I will explain to them what you just told me.
[AGENT][POSITIVE] And then they will be able to further assist you.
[CUSTOMER][NEUTRAL] We can still, we can still be the primary contact. The question is if if APL has an option.
[CUSTOMER][NEUTRAL] To send the invoices to a different email other than the primary contact. That's the question.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] No, you, so you know, no, that it cannot be done?
[AGENT][NEUTRAL] That's what I was going to, yes ma'am, that's what I was gonna transfer you for to find out from the billing department if it could be to my knowledge, no ma'am, it can't.
[CUSTOMER][NEUTRAL] So only the primary contact uh can change his email address too, because I'm wondering what other communication other than billing are you going to do with the primary contact like there is no like an ongoing communication, I believe.
[CUSTOMER][NEUTRAL] Other than billing,
[AGENT][NEUTRAL] If the primary contact information would need to be changed to someone else, it would have to be also sent in via email to our care team at [PII] with that request.
[CUSTOMER][NEUTRAL] OK, so you're gonna transfer me to billing to see if that can be done?
[AGENT][NEUTRAL] Yes ma'am, that's what I had offered to do. Is that what you would like for me to do?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I'll be certainly glad to do that for you. Is there anything else that I can help you with first?
[CUSTOMER][NEUTRAL] Nope.
[AGENT][POSITIVE] OK, well, thank you so much, [PII] for calling APL and I hope you two have a very nice weekend.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. So one moment, please.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm all right, thank you. You sound a little under the weather.
[CUSTOMER][NEUTRAL] Yeah. What's going around don't hit me.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, no, I'm sorry to hear that. My daughter's got a little bit of it too. Um, so I have an authorized contact in the OSC on the line with [PII].
[AGENT][NEUTRAL] WAO Management LLC.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, she's calling this is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. And what she's wanting to find out, everything has been verified if their bill can go to another email address other than just [PII].
[AGENT][NEUTRAL] Because she says that he's not forwarding all of them and the bills are getting behind.
[AGENT][NEUTRAL] You know, not getting payments made and she's wondering if they can change.
[AGENT][NEUTRAL] The email address that billing is sent to you.
[CUSTOMER][NEUTRAL] Uh, [PII] would have to make that request in writing.
[AGENT][NEUTRAL] And that's what I told her. OK, alright, so, um,
[CUSTOMER][NEUTRAL] In an email, yeah.
[AGENT][NEUTRAL] He would have to send it, right? I'm just wanna make sure I've already told you this, but he would have to send it to care team and request just specifically for the billing invoices to be emailed to whomever.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, just the contact email to be changed from [PII]'s to like a more generic one that everybody has access to or whoever is gonna handle the bill.
[AGENT][NEUTRAL] OK. All right. I just wanted to verify that so I'm not gonna transfer it to you. All right, girl. Thank you. All right, bye-bye.
[CUSTOMER][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][POSITIVE] You're welcome. Bye.
[AGENT][NEUTRAL] [PII] but this is still [PII]. OK, so I verified that the information I had given you was correct. So if [PII] would like to have a more generic, you know, email, or more than just he can access it for the invoicing, then he would need to send the email to the care team like I was explaining to you to make that request.
[CUSTOMER][NEGATIVE] And the fact that I'm an admin on the account doesn't give me the permission to add an email for invoices purposes.
[AGENT][NEUTRAL] No, ma'am, he will have to do that just like he had to give you assign you authorization in the online service center.
[AGENT][NEUTRAL] He will have to send in the request via email if the and what he would need to include.
[AGENT][NEUTRAL] The email that he wants the invoicing sent to.
[CUSTOMER][POSITIVE] OK, thank you.