AccountId: 011433970860
ContactId: 3c85ee92-350d-41d6-ac0e-3ba26bc826fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92650 ms
Total Talk Time (AGENT): 27470 ms
Total Talk Time (CUSTOMER): 18669 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/3c85ee92-350d-41d6-ac0e-3ba26bc826fd_20250527T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I am calling. I'll, uh, I'm not sure which person I need to talk to, but I'm wanting to change my auto draft to a different bank since I've moved.
[AGENT][NEUTRAL] Uh, we can change that information um just to clarify, I'm sorry, um, this was a completely different bank, correct? It's a different, uh, routing number?
[CUSTOMER][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, and.
[AGENT][NEUTRAL] Have to send you a form uh that you would complete and you can send right back to us um over let's go ahead and get your account pulled up though. I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] It's my husband and my policy [PII] and [PII].
[CUSTOMER][NEUTRAL] Hello?