AccountId: 011433970860
ContactId: 3f57fe21-9a48-4f95-a323-03b866a8e8bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114800 ms
Total Talk Time (AGENT): 29348 ms
Total Talk Time (CUSTOMER): 79799 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/3f57fe21-9a48-4f95-a323-03b866a8e8bc_20250307T19:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm all right, thank you. You sound a little under the weather.
[AGENT][NEUTRAL] Yeah. What's going around don't hit me.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][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].
[CUSTOMER][NEUTRAL] WAO Management LLC.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, she's calling this is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, 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].
[CUSTOMER][NEUTRAL] Because she says that he's not forwarding all of them and the bills are getting behind.
[CUSTOMER][NEUTRAL] You know, not getting payments made and she's wondering if they can change.
[CUSTOMER][NEUTRAL] The email address that billing is sent to you.
[AGENT][NEUTRAL] Uh, [PII] would have to make that request in writing.
[CUSTOMER][NEUTRAL] And that's what I told her. OK. All right. So, um,
[AGENT][NEUTRAL] In an email, yeah.
[CUSTOMER][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.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][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.
[CUSTOMER][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.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][POSITIVE] You're welcome. Bye.