AccountId: 011433970860
ContactId: 677e0201-3cfb-4f6f-9d7b-4a026f13016a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172839 ms
Total Talk Time (AGENT): 74475 ms
Total Talk Time (CUSTOMER): 105915 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/677e0201-3cfb-4f6f-9d7b-4a026f13016a_20250108T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got, um, hey, I've got um Miss [PII] on the phone. She is.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] In accounts payable for Questco which their their group number is 19874, she's not a contact person she is accounts payable. She has received a letter stating that our group ACH bank account information has changed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I told her as far as I knew we didn't take ACH payments.
[AGENT][NEUTRAL] We do.
[CUSTOMER][NEUTRAL] Um, oh, we do? OK, well, that's, that's OK. I didn't know we're doing that anyway, she wants to verify the bank account information so she can make sure she gets the payments correct.
[AGENT][NEUTRAL] We do, mhm.
[AGENT][POSITIVE] OK, yeah, I can definitely do that. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. I appreciate it. All right, bye bye.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hi [PII], how are you doing today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Good. I'm doing well, thank you. Um, so [PII] transferred you over to me. um, I've got your group Questco pulled up and she said that you were wanting to confirm our ACH information. Was that right?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right, we, we got.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, the benefits department apparently got something from you saying the numbers had changed and then they forwarded it to me because I work in accounts payable so I would have to be the one to change the bank account number, um, and I can't make those changes until I verbally verify it that way we can make sure somebody's not trying to pull a fast one on it so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course, of course, yes ma'am, I understand. So we did our banking information did um it is updated and so I can verbally confirm that information over the phone um and if you also need, you know, um, we have a payment flyer that's also got our information on it if you'd like me to email that over to you um.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I, as long as you, as long as what I have on this paper agrees with what you say, then we're good. So I've got Bank of Oklahoma.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] With the routing number of [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And the account number [PII].
[AGENT][NEUTRAL] Yes ma'am, that is our updated information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK awesome thank you so much.
[AGENT][POSITIVE] OK. No problem. [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That was it for today.
[AGENT][POSITIVE] OK. All right. Well, no problem. If you have anything else, just feel free to give us a call, OK?
[CUSTOMER][POSITIVE] OK, thank you so much have a good day.
[AGENT][POSITIVE] OK. You're welcome. Thank you for calling APLU as well. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.