AccountId: 011433970860
ContactId: 2434902a-09c7-4040-a500-9004aa653e3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280950 ms
Total Talk Time (AGENT): 116067 ms
Total Talk Time (CUSTOMER): 108116 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/2434902a-09c7-4040-a500-9004aa653e3d_20250108T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling because yesterday I had emailed into one of the generic email addresses asking for the ACH information. I received it, but it is our company policy that I do a verbal verification. Is that something you can do? I like, I need somebody to verbally verify the uh routing number and account number before we pay our bill ACH. Is that something you can do or I need another department?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] I think that that's OK. I'll go ahead and get your information, um, and I'll take a look at that. Is this for, um, an individual policy or a group policy or? OK, OK, and you are the admin?
[CUSTOMER][NEUTRAL] A group.
[CUSTOMER][NEUTRAL] Um, well, I'm just an accountant at the business.
[AGENT][NEUTRAL] OK, no worries, uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I can give you our um like group number if you give me one second.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] I had the invoice pulled up so let me see where it is on here. OK, our group number is 26674.
[AGENT][POSITIVE] OK, thank you and then uh Don can I also get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK thank you alright one moment please.
[AGENT][NEUTRAL] The uh Auto Candies LLC?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and are you able to verify the address for the business, [PII]?
[CUSTOMER][NEUTRAL] Sure, um, I assume it's our mailing address which is [PII].
[AGENT][POSITIVE] OK, thank you for verifying that.
[AGENT][NEUTRAL] Bear with me just a moment.
[AGENT][NEUTRAL] OK and just so that I understand correctly, [PII], I'm sorry, um, you had already submitted this bank account information and you just want to verify that what we have is correct.
[CUSTOMER][NEUTRAL] You know, so I asked for y'all ACH information so that we can ACH our payments to y'all. So I have the paper from APL with y'all bank account information on it, but it's part of our company policy that I have to speak with someone on the phone and have them verify it verbally.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK, OK, I'm sorry, I was a little bit confused. No, no, that's OK. No, it's alright. I just wanted to make sure we were on the same page alrighty [PII], if you don't mind, give me just a moment, 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] I know it's a little odd because it's a little odd.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[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] Hi I'm, I'm good. How are you?
[AGENT][NEUTRAL] Doing alright thank you um so I've got uh not a group admin she says she's an accountant for the group um I've not run into this before she said per their policy she requested our ACH information she got it but she said that she has to verbally verify the information with us and frankly I'm not sure what where I would find that or if we're able to do that.
[CUSTOMER][NEUTRAL] Mm, it'd be on guru, but uh you can send her to me.
[AGENT][NEUTRAL] OK, um, I didn't know if that's something that's OK to give out to an accountant.
[CUSTOMER][NEUTRAL] Is she the group contact?
[AGENT][NEUTRAL] She's not um she was able to verify all of the information she said she is an accountant with them though.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] It is 26674.
[CUSTOMER][NEUTRAL] Um, and what's her name?
[AGENT][NEUTRAL] Her name is [PII], uh last name is [PII]
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, you can send her is this for auto candies?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, you can send her to me.
[AGENT][POSITIVE] OK, I appreciate it thank you.
[CUSTOMER][POSITIVE] You're welcome.