AccountId: 011433970860
ContactId: 9e9d7955-1298-4c42-9266-106da47f556e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112470 ms
Total Talk Time (AGENT): 46830 ms
Total Talk Time (CUSTOMER): 65960 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/9e9d7955-1298-4c42-9266-106da47f556e_20241230T14:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], um, I have [PII], she is the HR rep for group number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 26071
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's the new group at man so uh [PII] is sending us over an email to get her.
[CUSTOMER][NEUTRAL] Add it
[AGENT][NEUTRAL] Who's [PII]?
[CUSTOMER][NEUTRAL] Or is it [PII]? It starts with a [PII] Give me a second. Let me go back.
[AGENT][NEUTRAL] The person that we have on file is [PII].
[CUSTOMER][NEUTRAL] It's [PII]. [PII] is sending over an email to get her added.
[AGENT][NEUTRAL] OK. And who's on the phone?
[CUSTOMER][NEUTRAL] [PII] signs. Uh, her name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He's their new HR person.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so anyway she was asking about the January invoice which I don't show has been prepared yet but she also said that they should be receiving it electronically and on EMPL I'm showing it's I guess that would be for paper.
[AGENT][NEUTRAL] The group, yeah, the group still receives their invoices in the mail.
[CUSTOMER][NEUTRAL] OK, she's wanting them well, whenever we get the email and I can have her just put that in the email. Can that be changed to an E? I know.
[AGENT][NEUTRAL] Yeah, that needs to be in writing. It just needs to, um, say that they don't want to receive paper bills.
[CUSTOMER][MIXED] OK, but they do want electronic.
[AGENT][NEUTRAL] Yeah, once it's off of paper bills they'll have to, I mean, sign up for the online service center that's the only elect quote unquote electronic way that they get it.
[CUSTOMER][NEUTRAL] I got that, but I'm talking about the coding that's on EMPL. Will that change to an S? Who changes? OK, when you get that.
[AGENT][NEUTRAL] Yes, yeah, it'll, once we, once we receive the email to update the contact information, [PII] just also needs to put in there that they, um, they don't wanna receive paper invoices anymore.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, alright, got it. Alright, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're welcome.