AccountId: 011433970860
ContactId: 1d9eb80b-1bdd-4792-9c9e-76c26c80bc2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211559 ms
Total Talk Time (AGENT): 101491 ms
Total Talk Time (CUSTOMER): 118128 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/1d9eb80b-1bdd-4792-9c9e-76c26c80bc2c_20250617T21:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello. So, uh, I'm calling on behalf of Sy Bank. We are a customer of yours. Uh, I just need to confirm, uh, bank details cause we're gonna have to issue payment and I need some double confirmation. Can you provide that for me?
[AGENT][NEUTRAL] Sure, yes, and may I have the spelling of your name?
[CUSTOMER][NEUTRAL] Uh yeah, [PII] Last name [PII], [PII]
[AGENT][NEUTRAL] OK. May I have the group number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Let me see if I have access to it because I'm the accounting department. I'm not HR. Let me see.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, it could be 16768. Could that be it?
[AGENT][NEUTRAL] OK. Yeah, it sounds like it. Let me check and see. Um, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Just.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And uh so you need information on where to send the payment. um are you gonna be sending it overnight or is it just a regular payment?
[CUSTOMER][NEUTRAL] Oh, we're gonna do this like uh an ACH, normal ACH.
[AGENT][NEUTRAL] ACH. OK. All right, let me go ahead and there.
[CUSTOMER][NEGATIVE] Cause I believe uh my HR colleague told me she wrongly put entered in the routing number and it got rejected as no account.
[CUSTOMER][NEGATIVE] And now we have to manually issue payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] see.
[AGENT][NEUTRAL] Alright, so the ACH um is going to go to Bank of Oklahoma.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] The ABA routing number is [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] There's no way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the account number is [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You repeat the account number again, please? Yeah, I think so.
[AGENT][NEUTRAL] I think I missed the 9. Yes, I think I gave it to you. Correct.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Yeah, and do we need to include any kind of preference in the payment? I'm asking you?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, the invoice information will be required so we know exactly what invoice you're trying to pay, so we can um just put into the right invoice.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. Can I get your number and your, sorry, your name and your role for uh other purposes?
[AGENT][NEUTRAL] Um, sure. My name is [PII]. That's [PII], and we don't have uh reference numbers. You can use my name in today's date, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and what is like your, like your role in the company? Just like.
[AGENT][NEUTRAL] Oh, customer care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Mhm. OK. Is there anything else?
[CUSTOMER][NEUTRAL] And we
[CUSTOMER][POSITIVE] All right. Well, that was everything. No, that was everything. I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good afternoon, Mr. [PII].
[CUSTOMER][POSITIVE] OK. Thank, thank you. You have a nice day. Bye-bye.
[AGENT][POSITIVE] Thank you, bye.