AccountId: 011433970860
ContactId: 7f8c9042-14aa-4b10-ab69-45cb0fde551e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93220 ms
Total Talk Time (AGENT): 53618 ms
Total Talk Time (CUSTOMER): 37399 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/7f8c9042-14aa-4b10-ab69-45cb0fde551e_20250402T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling IP IPL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][POSITIVE] I'm good, how are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. I'm calling you about the, the same IM I sent. I called her back and she's saying she just gets confused when she gets a paper, uh, bill, and an electronic bill, and she wants to know if there's any way she can just get one of the two instead of getting the two of them.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The HR management consultants.
[CUSTOMER][NEUTRAL] Uh-huh, yeah.
[AGENT][NEUTRAL] Um, yeah, we can, um, stop the paper bills, um, that way she won't get any in the mail and that way whenever she gets the email notification it'll just be, um, online, um, but she'll will still need to receive something from this contact person that we have on file, um, so we have something in the system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Some kind of uh paper.
[CUSTOMER][NEUTRAL] So they need to like send an email.
[AGENT][NEUTRAL] Yeah, yeah, but in the meantime I can go ahead and make that, um, documentation, um, in, in the system.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, do you need to speak to her or um I just let her know that she can send an email requesting that to be done.
[AGENT][NEUTRAL] Yeah, yeah, just let her, yeah, just let her know that um we need something in writing, um, but then on our end I'll just go ahead and change it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, got you. OK, I'll let her know. Thank you. Have a good day, Miss. OK, bye bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You too. Bye.