AccountId: 011433970860
ContactId: 2dbbee67-8cef-497a-b63e-293a032d80d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78989 ms
Total Talk Time (AGENT): 11009 ms
Total Talk Time (CUSTOMER): 44946 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/2dbbee67-8cef-497a-b63e-293a032d80d8_20250214T19:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII], how are you doing today?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] Good good um so I'm calling on behalf of one of my clients I'm a broker and.
[CUSTOMER][NEGATIVE] It looks like they tried to make a payment this month and it didn't go through and I'm starting to realize why it's not going through so you guys have a change in your ACH payment for your bank?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We have um when did they try making that payment? I'm sorry.
[CUSTOMER][NEUTRAL] We have um.
[CUSTOMER][NEUTRAL] Uh, February.
[CUSTOMER][NEUTRAL] Where they go? Looks like they got an email from you guys on.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Reason for return corporate customer.
[CUSTOMER][NEUTRAL] Need to submit a payment.
[CUSTOMER][NEUTRAL] Yeah, it looks like it um it was it was an ACH payment and I see that, huh?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, hello.
[CUSTOMER][NEUTRAL] Hello