AccountId: 011433970860
ContactId: fee9334f-f62c-44d3-a862-f6cf83da4359
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146169 ms
Total Talk Time (AGENT): 37642 ms
Total Talk Time (CUSTOMER): 96947 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/fee9334f-f62c-44d3-a862-f6cf83da4359_20250625T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII], and I'm calling from Midway Ford. Um, it's a South Motor Group. I was wondering if maybe you can help me. Can I give you the group number?
[AGENT][NEUTRAL] Yes, what is that?
[CUSTOMER][NEUTRAL] OK, that is 23591.
[AGENT][NEUTRAL] OK, and how can I help you?
[CUSTOMER][NEUTRAL] OK, we were calling because my controller asked me to give you a call. We needed to have, um, I know the address that it's being sent to the invoice is to South Motors, um, oh my God, hold on a second, South Motors Group [PII], but we need that to be um changed or mailed to [PII]. I wonder if you can help me with that.
[AGENT][NEUTRAL] Uh, yes, if you can send an email to our care team, so it's [PII] team at
[CUSTOMER][NEUTRAL] Hold on, wait, hold on one second, let me write down real quick, so it's [PII] team.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then just uh let them know you'll need to, you would like to change the address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so no one in particular just let them know that that and also we can um in that email we can also include to have them change the contact person.
[AGENT][NEUTRAL] Yes, if the group contact needs to change, yes, you, you can email that.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Oh OK one more OK OK thank you one more question we have on our current invoice we have a um employee that is no longer there they have already mentioned that, but if he's still on the invoice? What else do we need to do so that he can be taken off?
[AGENT][NEUTRAL] Um, if you'll include that in the email, um, we can get that taken care of, yes, and then we can get that taken care of and, um, we can backdate any refund due.
[CUSTOMER][NEUTRAL] As well?
[CUSTOMER][POSITIVE] Perfect. All right.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks for calling APL. I hope you have a good.
[CUSTOMER][POSITIVE] Thank you you have a good afternoon thank you you too bye bye.
[AGENT][NEUTRAL] You too.