AccountId: 011433970860
ContactId: 5ab7abd3-7801-4a46-aaa2-51f10130aae3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309559 ms
Total Talk Time (AGENT): 124783 ms
Total Talk Time (CUSTOMER): 123089 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/5ab7abd3-7801-4a46-aaa2-51f10130aae3_20250113T21:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I, I wanted to see um if I can change the banking information that's on our accounts.
[AGENT][NEUTRAL] OK, yeah, I can look at that information.
[CUSTOMER][NEUTRAL] Do I have to do it online? Yeah, thank you.
[AGENT][NEUTRAL] Um, was this for an individual account or was, are you with a group? It is for a group. Got you. OK, let me get that information pulled up. Uh, what was your name?
[CUSTOMER][NEUTRAL] No, it's a business or an employer, yeah.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], are you the admin [PII]?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then uh what was that group number please?
[CUSTOMER][NEUTRAL] I have the account number, it's [PII].
[AGENT][POSITIVE] OK appreciate it thank you one moment.
[CUSTOMER][NEUTRAL] I don't know if that was paid for the for the month of, I don't know.
[AGENT][NEUTRAL] Let's see, this was a Pinecrest Dental Center.
[CUSTOMER][POSITIVE] Yes, yes it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's your last name, [PII]?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, perfect. Are you able to verify the address for the business?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][POSITIVE] Perfect thank you for verifying that right and the the email address that we've got on file if you don't mind verifying that for me please.
[CUSTOMER][NEUTRAL] I'm sorry, say that again?
[AGENT][NEUTRAL] Um, are you able to verify the email address we've got on file for you just to make sure that that is correct?
[CUSTOMER][NEUTRAL] Uh [PII], it's [PII].
[AGENT][POSITIVE] OK, yes, thank you so much for that. Alright, bear with me just a moment.
[CUSTOMER][NEUTRAL] I think the account had [PII] as the account that to.
[AGENT][NEUTRAL] What was that? I'm sorry.
[CUSTOMER][NEUTRAL] Um, at the end of the 4, account number, the, the 4, numbers for the last account that was used is [PII], so that's the.
[CUSTOMER][NEUTRAL] The one I need to change.
[CUSTOMER][NEUTRAL] Checking account.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] This is just for the draft payments for.
[CUSTOMER][NEUTRAL] Yes, so I just, yeah, I don't know if I need to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I couldn't. I wasn't able to do it online. I don't know if I'm here, but I just can't, uh, I go back. Hold on, see.
[CUSTOMER][NEUTRAL] So I see the submitted invoices. I don't know if we're up to date or.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, if you don't mind, [PII], give me just a moment um I'm gonna put you on a brief hold and I'm gonna reach out to our billing department. I'll get right back with you OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bringing
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][NEUTRAL] I'm well. How about yourself?
[AGENT][NEUTRAL] Yeah alright thank you um I've got a group admin on the line um she said that she's needing to change their bank account information for the group and she wants to make sure that they are up to date that they don't have any pending invoices or anything.
[CUSTOMER][NEUTRAL] When you say their bank account information for what?
[AGENT][NEUTRAL] She said for draft.
[CUSTOMER][NEUTRAL] We don't do draft.
[AGENT][NEUTRAL] I didn't think so, so I'm not quite sure what she means.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I'm so sorry, what was the other thing?
[AGENT][NEUTRAL] I don't want to argue
[AGENT][NEUTRAL] Say it again, I'm sorry.
[CUSTOMER][NEUTRAL] What was the other thing?
[AGENT][NEUTRAL] Um, she wants to make sure that there's no pending invoices and that they are up to date.
[CUSTOMER][NEUTRAL] OK, OK, OK, let's see here. Oops, [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Would there be any reason for a group to have saved bank information with us?
[CUSTOMER][NEUTRAL] No, I guess I was thinking of agent like for their um
[CUSTOMER][NEUTRAL] When they, they get paid their, um, I can't even think of the word right now.
[CUSTOMER][NEUTRAL] uh commission, like I was thinking that, but not a group, a group, we shouldn't have groups information.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I was trying to rack my brain thinking if I, I'm just getting over COVID so I'm like really.
[CUSTOMER][POSITIVE] Oh no, I'm so sorry to hear that. I'm glad you get over with him.
[AGENT][MIXED] No, it's OK. Yeah, me too, but still a little mushy brained.
[CUSTOMER][NEUTRAL] What's that uh good number?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what was your name?
[AGENT][NEUTRAL] Uh, we're speaking with [PII]. It's, it's the contact.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and the number on the screen, the one that she gave you for a call back?
[AGENT][NEUTRAL] Yes, the [PII].
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] OK awesome yeah I'm ready for it thank you.
[AGENT][POSITIVE] All right thank you bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.