AccountId: 011433970860
ContactId: 21a1a83d-a520-4227-9f45-e7c9b69901ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333049 ms
Total Talk Time (AGENT): 107307 ms
Total Talk Time (CUSTOMER): 102402 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/21a1a83d-a520-4227-9f45-e7c9b69901ab_20250213T13:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I'm calling from Abia Tech. Um, we received an email regarding change of bank information, so I just wanna verify that, um, it is valid. This is a legitimate, um.
[CUSTOMER][NEUTRAL] Information from APL.
[AGENT][NEUTRAL] All right. And is this uh a group enrolled with APL?
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] All right, um, I will go ahead and verify the um group information and then I can go ahead and transfer you to the billing department for that section. Does that work OK?
[CUSTOMER][NEUTRAL] OK. That's fine.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, what is the group number?
[CUSTOMER][NEUTRAL] Uh, just a moment, I'm so sorry. I'm doing two things at the same time since I was at home, um.
[CUSTOMER][NEUTRAL] Let me do something new.
[CUSTOMER][NEUTRAL] I use it
[AGENT][NEUTRAL] I can search um the group number with the name out.
[AGENT][NEUTRAL] If that were, that can help.
[CUSTOMER][NEUTRAL] Yes, it's a Zech.
[AGENT][NEUTRAL] A vehicle.
[CUSTOMER][NEUTRAL] The Vitech instruments and accessories.
[AGENT][NEUTRAL] Instrument is this in the state of [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And um what is the contact name for the group?
[CUSTOMER][NEUTRAL] I'm sorry, the contact name.
[CUSTOMER][NEUTRAL] The person, the person's contact name?
[AGENT][NEUTRAL] Yes, yes, the person's contact name.
[CUSTOMER][NEUTRAL] Uh, uh, uh, [PII].
[AGENT][NEUTRAL] Yes, alright. And what is the address?
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] OK, and lastly, what would be the email address?
[CUSTOMER][NEUTRAL] Um, that would be accounting at [PII].
[AGENT][NEUTRAL] Um, we have one another different one.
[CUSTOMER][NEUTRAL] Um, uh, I do [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that is correct. All right, thank you for verifying and I will go ahead and reach out to um our billing department so they can go ahead and take care of your question, right?
[CUSTOMER][POSITIVE] Oh thank you very much.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[AGENT][NEUTRAL] Good morning. This is [PII] in customer service. Excuse me, I have the group contact reaching out because they received an email about their bank information change. Is this something that billing takes care of?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I can help her with that.
[AGENT][NEUTRAL] All right. Um, I
[CUSTOMER][NEUTRAL] What's that group number darling?
[AGENT][NEUTRAL] That will be 80036.
[CUSTOMER][NEUTRAL] And who do you have on the phone, hon?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And what is uh a good call back number for her?
[AGENT][NEUTRAL] Um, I grabbed the one that she's calling from. I didn't ask.
[CUSTOMER][NEUTRAL] OK, that's OK. That's like she is and it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and she's calling about our bank change?
[AGENT][NEUTRAL] Yes, they received an email about their bank information change.
[CUSTOMER][POSITIVE] Got you. I can help her with that, so.
[AGENT][NEUTRAL] Uh, mhm.
[CUSTOMER][POSITIVE] Alright, we'll send her on and I'll help her.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome, darling.
[CUSTOMER][NEGATIVE] You are on hold.