If you're unable to exclude generic email addresses from the PNR before it is placed on queue, you can create an opted-out Traveler Profile for those email addresses in the Agent Advantage console so that they don't receive any messaging. You'll just want to make sure to uncheck the Send Alerts checkbox, then click Save.
To create a New Traveler Profile:
https://www.flightstats.com/itinerary/TripAlert/travelerProfile.do?submitType=2
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