AccountId: 011433970860
ContactId: 00c52ec6-dadb-4c9d-8606-b8a379611637
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229419 ms
Total Talk Time (AGENT): 85041 ms
Total Talk Time (CUSTOMER): 91430 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/00c52ec6-dadb-4c9d-8606-b8a379611637_20250228T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling. Um, I'm not sure if I'm in the right area or not. Um, I can give you my um group number.
[CUSTOMER][NEUTRAL] Um, what I need for this phone call is I need to change the bank account, uh, for which the payments are coming out. Um, am I in the right area?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, I can help you out with that. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, and I'm calling from [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] K hyphen CEPS.
[AGENT][NEUTRAL] OK, this is for your individual policy though, [PII]?
[CUSTOMER][NEUTRAL] No, this is for company.
[AGENT][NEUTRAL] OK, I see. So are you the uh group admin?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Got you. OK, um, really quick, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Let me give you my cell phone number just to make sure. [PII].
[AGENT][NEUTRAL] OK thank you uh do you have that group number?
[CUSTOMER][NEUTRAL] I do. 252-34.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and then [PII], are you able to uh verify the address for the business, please?
[CUSTOMER][NEUTRAL] Sure, uh, the mailing address or the physical?
[AGENT][NEUTRAL] Um, either one.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] All right, thank you for verifying that. OK, and um were we needing to make a payment at all?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, the payment isn't due until [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, but what I need to do it, it's, it comes out on automatic payment, um, but I need to change the bank account.
[AGENT][NEUTRAL] OK, alrighty, um, bear with me just a moment, [PII]. I'm gonna put you on a brief hold and reach out to our billing department. I'll get right back with you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[CUSTOMER][POSITIVE] Hey, I'm good how are you?
[AGENT][NEUTRAL] Doing alright thanks um I've got a group admin on the line um and she said she's wanting to update their bank information for their draft payment um I didn't think groups could do draft payments or automatic draft payments so I don't know what she's talking about do we save any bank information for groups?
[CUSTOMER][NEUTRAL] We don't.
[CUSTOMER][NEUTRAL] Uh, the only place that there's any saved bank information is through their online service center.
[AGENT][NEUTRAL] OK, yeah, I'm not sure what she's talking about then. OK, um, would you mind talking to us?
[CUSTOMER][NEUTRAL] But we don't, we don't do that.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, uh, the group number is uh 25234.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 252-34.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, uh, who's on the phone?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] All right, you can send it to me.
[AGENT][POSITIVE] Alright appreciate it thank you bye bye.
[CUSTOMER][NEUTRAL] Mhm.