AccountId: 011433970860
ContactId: 40cdd891-4f3e-4cea-ab48-e2f7c2192063
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342339 ms
Total Talk Time (AGENT): 95075 ms
Total Talk Time (CUSTOMER): 113161 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/40cdd891-4f3e-4cea-ab48-e2f7c2192063_20250127T14:25_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, this is [PII]. I'm calling from PR Components. We recently started receiving services from IPO.
[CUSTOMER][NEUTRAL] And I wanted to confirm how to set up um automatically payments.
[AGENT][NEUTRAL] OK. Um, I can hardly hear you. You sound really far from the phone. Um, may I have your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected with on this?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the group number?
[CUSTOMER][NEUTRAL] Mm, give me one second.
[CUSTOMER][NEUTRAL] It's loading, sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. It's 80111.
[AGENT][NEUTRAL] I'm sorry, I didn't get the last digit 8011.
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][NEUTRAL] 111 31.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah. OK, thank you.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, may I have the name and address of the group?
[CUSTOMER][NEUTRAL] Yeah, it's Patriot Components LLC.
[CUSTOMER][NEUTRAL] And the address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, may I have your um email address for verification, Miss [PII].
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. OK. And let's see, so, um, you say you're trying to get this in auto pay, um, Ms. [PII], we don't have auto pay because, um, for groups, uh, that could change, um, if there's a, you know, if there's a change on employees there's a change on premium, so we don't have anything that is like to pay automatic um through our system just yet, um, you can set it up through your bank, but we don't have one that you can set up with us directly.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Like a draft.
[CUSTOMER][NEUTRAL] Mm, OK, so I can set it up in the in my bank.
[AGENT][NEUTRAL] You can set it up with your bank if you would like that, yeah, but uh yeah, we don't have one right now with APL.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] To have an autograph.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'm just gonna confirm the routing number. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me check on that one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. And can you verify that one more time? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, it's um let me see him here.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The for routing number.
[AGENT][POSITIVE] Yeah, that's correct.
[CUSTOMER][NEUTRAL] OK. And then the account number would be [PII]. Bank of Oklahoma.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Awesome. OK.
[CUSTOMER][NEUTRAL] So yeah, um, I apologize that we haven't processed the payment. I thought this was um.
[CUSTOMER][NEUTRAL] Auto pay now I'm realizing that yeah, it didn't give me the options so I'm gonna be paying the one for uh the [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And yeah, that should be received by tomorrow.
[AGENT][NEUTRAL] OK, no problem, I'll go ahead and make a note that you're sending a payment today, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome thank you so much for your help.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Mm not for today, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.