AccountId: 011433970860
ContactId: 349ce8eb-2063-44fb-adbf-951a5b717bcb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 59959 ms
Total Talk Time (AGENT): 25376 ms
Total Talk Time (CUSTOMER): 45643 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/349ce8eb-2063-44fb-adbf-951a5b717bcb_20250320T18:25_UTC.wav
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[CUSTOMER][NEUTRAL] Every.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. I was wondering if you can help me out. I'm calling in reference to I'm getting ready to submit my uh bill online to pay, and um I got a I got a notice that said, um, update ACH bank details for your APL payment. I'm paying electronic funds transfer through your through your system. I imagine your bank information is updated already there, right? I don't have to do anything, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, right, so that's just letting you know that we did update our bank information um and just to make sure that if you send any payments um you know through your bank to make sure that you have our updated information, um, that's just a notice that we put out there.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, but
[CUSTOMER][NEUTRAL] I thought what.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, so then I don't have to worry about it because I do it through your website, so it's you guys have your information in there. OK, alright, that's what I wanna make sure. Thank you so much, appreciate it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][POSITIVE] Yes ma'am, no problem. Thank you for calling APL.
[CUSTOMER][POSITIVE] Mm bye you have a good day.
[AGENT][NEUTRAL] Bye-bye.