AccountId: 011433970860
ContactId: 52c8c4ba-7ae2-4210-acf2-88c2f2b2b902
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182800 ms
Total Talk Time (AGENT): 58182 ms
Total Talk Time (CUSTOMER): 65465 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/52c8c4ba-7ae2-4210-acf2-88c2f2b2b902_20250604T13:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi good morning um I'm calling about our group policy, um, I just was able to get our account set up online and I'm trying to pay invoices online but I'm not figuring out how to add my banking information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can help you with that. um, can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] area code [PII].
[AGENT][NEUTRAL] And what's the group number?
[CUSTOMER][NEUTRAL] 269-86.
[AGENT][NEUTRAL] Alright, give me just a moment to look that up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Can I get you, uh, thank you. Can I get you to verify the um name and address that we have on file?
[CUSTOMER][NEUTRAL] Hard Rock Construction [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], can you verify your email for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let me see.
[AGENT][NEUTRAL] And you were wanting to pay invoices or add your banking information correct?
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, so if you go to the top right corner, click my profile.
[CUSTOMER][NEUTRAL] Top right corner.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], go to the, go back to the screen.
[CUSTOMER][NEUTRAL] I'm gonna put you on speaker one second.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi can you hear me?
[CUSTOMER][NEUTRAL] Yes ma'am. OK, so top right corner my profile.
[AGENT][NEUTRAL] Yes, it'll say uh profile from the drop down.
[AGENT][NEUTRAL] And then there it should have your profile and then at the bottom a little box that says um add new payment method.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said I can't see from here, yeah, OK, OK.
[CUSTOMER][NEUTRAL] Alright, OK, alright, we didn't see that earlier.
[AGENT][NEUTRAL] No, that's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so that should be it, right?
[AGENT][NEUTRAL] That should be all you need.
[CUSTOMER][POSITIVE] OK, thanks a lot.
[AGENT][POSITIVE] Great, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] OK thanks bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] I