AccountId: 011433970860
ContactId: 3f3837c8-dad4-46be-b1cd-4c88fc40ba8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155110 ms
Total Talk Time (AGENT): 52291 ms
Total Talk Time (CUSTOMER): 48431 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/3f3837c8-dad4-46be-b1cd-4c88fc40ba8d_20250402T19:39_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with House of Deer Hair Salon. I'm just calling to verify your ACH remittance information.
[AGENT][NEUTRAL] OK, let me see if I can access that. Uh, is this for your group?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was gonna make a payment and uh [PII] shot me over a PDF and I just wanted to verbally verify the information.
[AGENT][NEUTRAL] OK, let me pull that up. Hold on just one moment.
[AGENT][NEUTRAL] And what is your group number?
[CUSTOMER][NEUTRAL] Uh, let's see if I have that handy here is 25315.
[CUSTOMER][NEUTRAL] Does that sound right?
[AGENT][POSITIVE] Uh, it sounds like the right amount of numbers.
[CUSTOMER][NEUTRAL] Let me pull up the invoice here.
[AGENT][NEUTRAL] 25315. OK. 253.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Group
[CUSTOMER][NEUTRAL] Uh, that's the only number I can find, so I think that might be it.
[AGENT][NEUTRAL] OK, uh, yes, that's it. Um, let me get a few pieces of information. Hold on one moment.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, what's your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me uh
[AGENT][NEUTRAL] OK, let me see if I can look at the ACH information. Hold on one moment.
[AGENT][NEUTRAL] OK, so routing number [PII].
[AGENT][NEUTRAL] And account number is [PII].
[CUSTOMER][POSITIVE] Perfect and you said the routing was [PII] correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK perfect OK thank you so much I appreciate it.
[AGENT][POSITIVE] OK, thank you for calling APL have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.