AccountId: 011433970860
ContactId: 10ed66b0-8f8a-4c6f-a466-30f191fc89e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114059 ms
Total Talk Time (AGENT): 40347 ms
Total Talk Time (CUSTOMER): 62288 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/10ed66b0-8f8a-4c6f-a466-30f191fc89e7_20250529T14:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good morning. My name is [PII]. I am calling from Raceland Row Sugar in [PII], and this is our first time I'm gonna make a remittance payment. I'm a little confused. Do I make the check payable to APL or do I, uh, because y'all have it listed this department 960641?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] My check, you know, when I run my accounts payable check.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] That's what I don't know if that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me check on this for you. And you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, Miss [PII], what is your group number?
[CUSTOMER][NEUTRAL] Group number is 27028.
[AGENT][NEUTRAL] OK, let me look up your group real quick.
[AGENT][POSITIVE] OK, Ms. [PII], thank you. And, uh, yes, she would make the check out to APL American Public Life.
[CUSTOMER][NEUTRAL] OK, make it payable to APL and then do I put apartment [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes ma'am, you can put that on there.
[CUSTOMER][NEUTRAL] PO OK then I'll put the [PII] [PII], yes.
[AGENT][POSITIVE] Yes, that's where it goes to, yes ma'am.
[CUSTOMER][NEUTRAL] OK, so I do make it payable to APL, not this department 960641.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, perfect. OK, thank you [PII] have a great day thank you. OK, uh huh uh huh thanks thank you bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome. Yes, you too, Miss [PII]. You have a wonderful day. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.