AccountId: 011433970860
ContactId: 6bc4c4ee-3823-466b-9a82-71404a71673f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325200 ms
Total Talk Time (AGENT): 123875 ms
Total Talk Time (CUSTOMER): 87298 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/6bc4c4ee-3823-466b-9a82-71404a71673f_20250515T20:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, how you doing?
[AGENT][POSITIVE] I'm doing well.
[AGENT][NEUTRAL] How are you doing?
[CUSTOMER][NEUTRAL] Uh, my name is, I'm doing good. My name is [PII]. I'm calling from Quality Aircraft Sports. I received today an email stating that um
[CUSTOMER][NEGATIVE] I sent the the the payment to an account bank account that you already closed and you're telling me to send it to a different bank account and I wanna verify because there's so much scammers nowadays that I really don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, OK, so let me look and I'll have to find that bank account so I can look it up with you.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK, I don't have access to the true bank account but um first let me get your group number but we'll get you some help. What's your group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, hold on for a second.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Mm, group number G as in George, H as in Harry, 0177.
[AGENT][NEUTRAL] OK, and what, and can you spell the name of your group for me, please?
[CUSTOMER][POSITIVE] Quality aircraft parts.
[AGENT][NEUTRAL] OK, let me look up that group real quick.
[AGENT][NEUTRAL] OK, and you guys are based out of [PII]?
[CUSTOMER][NEUTRAL] Yes, we're in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. I think I have found you.
[AGENT][NEUTRAL] Let me make sure.
[AGENT][NEUTRAL] OK. And your, and your name again, please, one more time?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], can you please give me your email address and the physical address for your group?
[CUSTOMER][NEUTRAL] OK, uh, my email address is [PII].
[CUSTOMER][POSITIVE] L A G R O S.
[CUSTOMER][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] And the company address is [PII].
[AGENT][NEUTRAL] OK, OK, thank you very much for verifying your um group for me so what I'm gonna need to do is I'm gonna need to transfer.
[AGENT][NEUTRAL] For you now on over to group billing so that they can help you as far as uh the bank routing and account numbers that I can't see so they can help you with that. It's gonna be a brief hold while I transfer you over OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you [PII]. I appreciate you calling APL. You have a blessed night.
[CUSTOMER][POSITIVE] Alrighty thank you.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][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. I have verified her. She is calling to verify bank information for submitting invoices. Um, she received a letter stating that she was using the wrong bank.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Account needed to use a different one and she said because of scammers she wants to verify with us personally so I'm transferring her on over to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK thank you you have a good day.
[CUSTOMER][NEUTRAL] OK, absolutely I can verify that for her mhm.
[CUSTOMER][POSITIVE] Thanks, you too.
[AGENT][NEUTRAL] OK. Bye-bye, Miss [PII].