AccountId: 011433970860
ContactId: 4f14434a-63c2-445a-aed0-e5e03f180162
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149740 ms
Total Talk Time (AGENT): 58886 ms
Total Talk Time (CUSTOMER): 89740 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/4f14434a-63c2-445a-aed0-e5e03f180162_20250515T20:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] in the care team. Um [PII], I've got uh a group on the phone, [PII]. Um, she's with group 80071.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I have verified her and she is calling to verify bank information for submitting invoices. Um, she received a letter stating that she was using the wrong account need to use a different one, and she said because of scammers to verify with us personally, so I'm transferring her on over to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, absolutely I can verify that for her mhm.
[CUSTOMER][POSITIVE] OK, thank you. You have a good day.
[AGENT][POSITIVE] Thanks, you too.
[CUSTOMER][NEUTRAL] OK. Bye-bye, Ms. [PII].
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Hi, how are you doing today?
[CUSTOMER][POSITIVE] I'm doing good. I was trying to find out um.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] The bank account because I got an email and I was concerned making sure it's a legit email and not a fraud.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, absolutely I can confirm that information for you um so we do have updated bank information um and so I can confirm that routing and account number if you'd like if you'll just tell me whenever you're ready.
[CUSTOMER][NEUTRAL] Yes, the routing it's finished in [PII].
[CUSTOMER][NEUTRAL] And the account number is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] Bank of Bank of Oklahoma. OK, so I will update the the thing for the next payment. Thank you.
[AGENT][NEUTRAL] Bank of Oklahoma, yes ma'am.
[AGENT][POSITIVE] OK. Absolutely. Is there anything else we can help you with?
[CUSTOMER][NEUTRAL] Uh-huh. When, when, when, when do you change?
[AGENT][NEUTRAL] Um, when did we change the bank?
[CUSTOMER][NEGATIVE] Yeah, because I, I, I never got a, a, uh, I never got a, a notice and now they're telling me that I'm sending the payments to the wrong account. I never was informed that they changed the account.
[AGENT][NEUTRAL] Uh, so,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so,
[AGENT][NEUTRAL] So we actually um changed our banks last year and so we've been in the process of letting our groups know uh we've also added that information to our invoices that have been sent out um so yes yes ma'am.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I will check. OK.
[CUSTOMER][POSITIVE] All righty. Thank you.
[AGENT][POSITIVE] OK, absolutely no problem, thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm bye bye.