AccountId: 011433970860
ContactId: 8e78395b-1476-4a95-bf2e-3fbed37ba4a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187789 ms
Total Talk Time (AGENT): 104082 ms
Total Talk Time (CUSTOMER): 96507 ms
Interruptions: 3
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/8e78395b-1476-4a95-bf2e-3fbed37ba4a6_20250418T14:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the EPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am calling from New Fuel Service. Our group number is 46692.
[CUSTOMER][NEUTRAL] We have on our account um our I guess it would be our billing contact is [PII] who is no longer with our company and we would like to have her information removed.
[AGENT][POSITIVE] OK, I can help you with that. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you, OK, to find your group number. What we'll need from you is an email that's on company letterhead.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] An email on the company from the company letterhead?
[AGENT][NEUTRAL] Letter, yes ma'am. Yes ma'am, just letting us to know, letting us know to remove [PII] and give us the name of the person and the email because we're not, we don't even have an email on file, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's kind of what we were what we were wondering because everything here, um, she was let go like 2 weeks ago and that's kind of what we're finding is everything has her personal email that she makes look like a business email and that's what we were afraid of so you do not have one on file.
[AGENT][NEUTRAL] Yeah, for contact.
[AGENT][NEUTRAL] Right, I'm not seeing that we have one on file, right, so what we'll need is, you know, who's who's who's gonna be our group contact and that person's email.
[CUSTOMER][NEUTRAL] For our account? OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that person's email OK and then we just send it to.
[AGENT][NEUTRAL] Uh, oh, and add a good phone number because this may be a direct line for her that we have, so just add a, uh, a good phone number for us to update and it may be the same, um.
[CUSTOMER][NEUTRAL] Um, is it [PII]?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] That's not the number you have, OK, because that was her direct, that was her direct line and actually there's a bunch of voicemails on her phone and we can't get them because there's no code.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEGATIVE] Oh yeah, oh yeah, it's been a nightmare the last two weeks. It's been a total disaster here. OK, so if I do this, we email the changes and it's gonna be to [PII].
[AGENT][NEUTRAL] Why
[AGENT][POSITIVE] Oh bless you.
[AGENT][NEUTRAL] Well, actually I'm gonna give you a different email. We're trying to, we, we've changed to using what's called our care team department that way they can send it to, you know, review the email and send it to the correct department, make sure it goes straight to the correct department and that's called [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Care team, then put the at sign and then the rest is the same. [PII], correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, I will take care of that.
[AGENT][POSITIVE] And we will get you taken care of.
[AGENT][POSITIVE] OK, wonderful.
[CUSTOMER][POSITIVE] Uh, I appreciate your help today. You have a nice weekend and have a nice holiday.
[AGENT][POSITIVE] Oh, thank you, you as well, and thank you for calling APL. Bye, dear.
[CUSTOMER][POSITIVE] Thank you alright bye bye.