AccountId: 011433970860
ContactId: 0fab12d4-6271-4765-8601-e68201153096
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276720 ms
Total Talk Time (AGENT): 95055 ms
Total Talk Time (CUSTOMER): 91585 ms
Interruptions: 3
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/0fab12d4-6271-4765-8601-e68201153096_20250604T14:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] Broker Resources. I have a quick question. Um, if a broker, if a, no, I'm sorry, if a group needs to update their bank information with us, how do they normally do that? I mean, do they need to do that because they're bringing, they're sending funds to us, right, for their bill.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Like, as far as they send ACH, is that, is that what you're referring to then they would need to update that with their bank or like they would need to update that on their end. There's nothing that we can do if they, yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, cause, right.
[CUSTOMER][NEUTRAL] OK, so then.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Right, because, because we're not taking money out of their account, they have to electronically send it over to us, right, like a funds transfer to us and we don't have anything that they.
[AGENT][NEUTRAL] Correct. Yeah, but if they
[AGENT][NEUTRAL] If they uh pay on our online service center they can update it there but if they send in an ACH that's something that they would have to do with like on their end with their new banker.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so they can.
[CUSTOMER][NEUTRAL] OK, so they're he's asking how they update it on our records. So do we need to have their bank information on file on our end from the bank that we're receiving the funds from?
[AGENT][NEUTRAL] What is the group number? Let me look.
[CUSTOMER][NEUTRAL] No, hang on just a second, let me, uh, hold on just one second. Let me, or I'm gonna put you on hold for just a second. He didn't give me that. Give me just one second. He was asking me a generic question, so give me just one second. I apologize.
[CUSTOMER][POSITIVE] Oh goodness gracious.
[CUSTOMER][NEUTRAL] OK, sorry about that. It's group 18948 South Florida Boiler and gas.
[AGENT][NEUTRAL] You want
[AGENT][NEUTRAL] 8. All right, let's see. All right, so.
[AGENT][NEGATIVE] Oh, that's not crap.
[AGENT][NEUTRAL] 18948.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Stop chewing on that little boy, um.
[AGENT][NEUTRAL] It looks like they've been no 18948 this group has lapsed.
[CUSTOMER][NEUTRAL] 189
[AGENT][NEUTRAL] And it's been lapsed since [PII].
[CUSTOMER][NEUTRAL] Yeah, some of these are.
[CUSTOMER][NEUTRAL] Some of these stay on renewal. Hang on just a second. I'm sorry, that's what he gave me, so give me one second.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, 18949.
[AGENT][NEUTRAL] Polis [PII].
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, it looks like they've been paying this on our online service center so if that's the case, one they probably need to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I need to see this in my other.
[CUSTOMER][POSITIVE] They're gonna have to re-register so it's gonna be good. mhm OK, no problem. Mhm.
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] And then they'll probably have to um.
[AGENT][NEUTRAL] Reenter the information anyway so they can update it there or not update it but enter the correct information.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, so they can do it online once they get logged in. OK, I'll just tell him that that'd be less secure anyways. OK, thank you so much. I appreciate it.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're welcome, no problem.
[CUSTOMER][NEUTRAL] Uh bye bye.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.