AccountId: 011433970860
ContactId: 914f2a60-80d3-4459-a4a3-6b26f791fa0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239399 ms
Total Talk Time (AGENT): 130440 ms
Total Talk Time (CUSTOMER): 110220 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/914f2a60-80d3-4459-a4a3-6b26f791fa0f_20250307T19:50_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. um, I'm a broker and I have a question I'm trying to assist a client with something.
[AGENT][NEUTRAL] OK, how can I help you?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, so she they have it's a client we have out in [PII], and she is the controller on the account, uh, the controller, excuse me, in the company, um, and, uh, we want to add an address, an email address, uh, so that the email invoices can be sent to that email, um, as well. So it's for instance it's the, it's accounting at bitcoin IRA because their accounting department takes care of it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But there, uh, when she tried to do that, they said the only thing that can way that can happen is for the HR VP to submit that in writing and I was gonna see if there was a way around that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, oh, I don't think there is, but let me, let's see, hang on just a second. What's the group number? Do you know the group number for this group?
[CUSTOMER][NEUTRAL] Uh, yeah, I think I do. I mean, I do. I just have to find it.
[AGENT][NEUTRAL] Or the name of it I can look it up by name.
[CUSTOMER][NEUTRAL] Yeah, it's uh well uh WAO management.
[AGENT][NEUTRAL] WAO management. OK, just one second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I know we have to have the request in writing period but let me just see what the parameters are on that, which can be just an email let's see.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Management LLC out of [PII]. Let's see.
[AGENT][NEUTRAL] 26914.
[AGENT][NEUTRAL] Oh let's see. OK, WA management, we have a contact on here is [PII]. So yours I said that right, OK.
[CUSTOMER][NEUTRAL] Yeah, he's the VP of HR.
[AGENT][NEUTRAL] OK, and so since he's the contact, usually that who has to send in any for us to make any changes because they're the sole contract on the group, um, is there a reason was he not send that in or is there an issue with that or just.
[CUSTOMER][NEUTRAL] Oh, she's just, I mean it's a big company. I mean it's a, well, big company, 200 people, so they're just trying to um avoid having to interrupt him, but would it work to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Could you, can you email it and then CC him on it and then.
[CUSTOMER][NEUTRAL] That's what I was gonna suggest is so basically just write an email that says could you please add um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, make the request. Please add this email address.
[AGENT][NEUTRAL] Are you just, are you just wanting the, are you just wanting the billing statements to go to that person? That's it, right? You're just wanting the billing statements to go to this, OK, yeah, I would just email in and say that. Can you please, we need the billing statements to go to this email address. Can you please make this change? I've CC[PII] however say his name I'm saying it wrong on this email, yeah, on this email, um, if he needs to approve.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, probably, yeah.
[CUSTOMER][POSITIVE] OK great yeah I'll do that then and who would I send it in?
[AGENT][NEUTRAL] Send it in um [PII], [PII]
[CUSTOMER][NEUTRAL] Wait, I'm sorry. Say that again.
[AGENT][NEUTRAL] Uh, the word [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], sorry.
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and I, I see another email that came, well, I've got that one there too, and there's one that's [PII] looks like it's [PII] sales and and.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, send it to that one. Yeah, you can send it to that one. Actually, send it to the [PII] one actually because this is tied to the [PII] folder. So yeah, go ahead and send it to the [PII] one.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Yeah, alright, great, I'll send that and just copy him and and ask for that to be done awesome.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, I would do that. OK.
[CUSTOMER][POSITIVE] Thank you. All right.
[AGENT][POSITIVE] You're most welcome. You have a great day. Bye bye.
[CUSTOMER][POSITIVE] Bye-bye. You too.