AccountId: 011433970860
ContactId: 3e377c37-fe2d-4ff3-9a6b-7a3f23ffe839
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365220 ms
Total Talk Time (AGENT): 154399 ms
Total Talk Time (CUSTOMER): 150554 ms
Interruptions: 5
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/3e377c37-fe2d-4ff3-9a6b-7a3f23ffe839_20250124T18:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII] and I'm calling from Bean Automotive Group. Um, uh, one of the, I'm trying to verify our the bank account or the ACH that we should be sending our payments to, um, I guess this has more to do with a billing question we're trying to send, um, you know, we got, uh, this, uh, I guess it's a flyer that says APL please update the APL, the um, huh.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] No, go ahead. Yeah, go ahead.
[CUSTOMER][NEUTRAL] Oh OK and so it shows a different bank than the one that we've been sending the payments to so we're now uh you know a little worrying is that something you can help me with or direct me to the person that can help me?
[AGENT][NEUTRAL] So you got a flyer that says please update your banking account to.
[CUSTOMER][NEUTRAL] Bank of Oklahoma.
[AGENT][NEUTRAL] Yeah, so
[AGENT][NEUTRAL] OK, so I guess this is a two part question. So, so have you have you contacted your bank to give them that new updated.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, that's the reason why I'm calling you to because we've been sending it to the one that's that we had all this time, which is Region's Bank, and now all of a sudden we see this, um, and we're like, oh, are they receiving our payments um because we have Region's Bank, mhm.
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] OK, so I can get you over to billing and then they can try to figure out if they've um received the um the ones that you've sent yeah so far but then yeah the other the other part of it will be to call your bank to update it to the to the newest one.
[CUSTOMER][NEUTRAL] Payments.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bank of Okla OK so Bank of Oklahoma is the newest one. OK, perfect. Can you transfer me?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, yeah, and then, of course, and, and who, what did you who did you say you were with? I'm sorry, I wrote your name down and then didn't.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, being automotive, our, um, brokers are locked in.
[CUSTOMER][NEUTRAL] And we are being automotive group.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Do you need my um group number or would that help?
[AGENT][POSITIVE] Yeah, if you have it, yeah, that's perfect, thank you.
[CUSTOMER][NEUTRAL] Yes, the group number is 256-68.
[AGENT][POSITIVE] Perfect. I'm gonna put you on a brief hold, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[AGENT][NEUTRAL] OK, nobody's answering me, um.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Yeah, let me see. Well, I'm wondering if it's, it's [PII] here, so I'm wondering if people are on lunch. Let's see.
[CUSTOMER][NEUTRAL] Did I call at a bad time?
[CUSTOMER][NEUTRAL] Oh, OK, it's, it's [PII], OK.
[AGENT][NEUTRAL] OK, so, yeah, OK, so it does say, OK, so I'm looking up in my system Kindle imports LLC Bean Automotive Group. It looks like the bill date for 121 was received on [PII], so it does look like you guys are, and that was um.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] The collected amount for that was $7,408.52 so it does look like you guys are up to date on at least the December bill.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, the other one is getting ready to be sent out, and I say wait, I noticed this, there's two different banks now. What's going on here? So but I have another one that is uh [PII] that is for [PII] for January.
[AGENT][NEUTRAL] Yeah, so, yeah, yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That is getting ready to be sent, but I, I told him, hold on, uh, I just finished coming out of my accounting department. I said let me call and verify which is the correct bank that it should be going to because we don't want no hiccups here, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, no, of course, but it looks like you guys are, you're up to date until December, so if you call and move it to the Bank of Oklahoma, then you'll January will be just fine just to pay.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so can I just send it to Bank of Oklahoma then with the new routing number now?
[AGENT][NEUTRAL] Yeah, you'll just, exactly you'll just call Bank of Oklahoma and give them your information.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, because we've been doing it through ACH so um I guess, um, they can take it from there, yeah.
[AGENT][NEUTRAL] Yes, if something's wrong, if something, you they, yeah, Bank of Oklahoma should be able to take care of it. If not, then give us a call back, but that's what that's what I've been told to tell brokers and and groups is that Bank of Oklahoma.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right perfect thank you so much [PII] I appreciate you OK you have a great day.
[AGENT][POSITIVE] Of course, of course, I hope you have a great weekend. Bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] OK