AccountId: 011433970860
ContactId: 4ede1390-dcb9-4b17-9c24-766c7b75f6c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127970 ms
Total Talk Time (AGENT): 46941 ms
Total Talk Time (CUSTOMER): 64620 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/4ede1390-dcb9-4b17-9c24-766c7b75f6c5_20250127T17:09_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Smith office and Computer supply or the batter you guys have it under.
[CUSTOMER][NEUTRAL] I'm calling because we received an email about some changes um where to send our payments to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I just wanna verify and make sure that is an accurate um email.
[AGENT][NEUTRAL] Well, [PII], I can help you with that. And what is the group number?
[CUSTOMER][NEUTRAL] It is 16437.
[AGENT][NEUTRAL] Let me just get that pulled up.
[AGENT][NEUTRAL] What is
[AGENT][POSITIVE] A good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And I'm at [PII].
[AGENT][NEUTRAL] And you said group number 16437?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And what was the address given on the email?
[CUSTOMER][NEUTRAL] Um, it says for future payments to American Public Life, um, department [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] It is correct? Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and you guys do have a [PII]?
[AGENT][NEUTRAL] We do.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And we do she's in our, in our billing department, mhm.
[CUSTOMER][NEUTRAL] Just wanted to make sure
[AGENT][NEUTRAL] Yeah, you gotta be careful these days, don't we?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh-huh, we sure do. I just wanted to make sure before we started doing, using it, you know, um.
[AGENT][POSITIVE] For sure.
[AGENT][POSITIVE] Yeah, that is legitimate and that is the correct address.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] It's been my pleasure to assist you. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] Well, thank you for calling [PII]. I, I hope you have a lovely day.
[CUSTOMER][NEUTRAL] That it
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Alright.