AccountId: 011433970860
ContactId: 72cd2e54-3af0-49da-b7b2-8f9b07fe562e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162889 ms
Total Talk Time (AGENT): 69681 ms
Total Talk Time (CUSTOMER): 92318 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/72cd2e54-3af0-49da-b7b2-8f9b07fe562e_20250221T19:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] Hey, how are you?
[CUSTOMER][NEUTRAL] Hey, I'm good. How are you? Um, can you check policy number 256-0590 for [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I've just got a simple question.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She's she's closed the account that's listed for her um.
[CUSTOMER][NEUTRAL] Withdrawal. I emailed her her electronic funds transfer. She said she's gonna send it back to the care team.
[CUSTOMER][NEUTRAL] Today, that's, that's what she said.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I see that the draft date is on the [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] When we get those course if it comes back in the email.
[CUSTOMER][NEUTRAL] You know, depending on what time it is, well, I reckon what we're asking is.
[CUSTOMER][NEUTRAL] Is it on the [PII] that it's drafted or?
[AGENT][NEUTRAL] No, no, it, it'll be on the [PII]. We, we, yeah, we draft on the [PII], the [PII], [PII], and [PII]. And if those days come on a Saturday or a Sunday, it's, it's drafted that following Monday. So let's see.
[CUSTOMER][NEUTRAL] On the [PII] of
[CUSTOMER][NEUTRAL] So [PII] is on a Tuesday.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So it'll be next Friday.
[CUSTOMER][NEUTRAL] So you draft like on Fridays?
[AGENT][NEUTRAL] Uh, on the [PII], the [PII], [PII], and [PII].
[CUSTOMER][NEUTRAL] Which is OK.
[AGENT][NEUTRAL] Of every month.
[AGENT][NEUTRAL] But this month is on Friday.
[CUSTOMER][NEGATIVE] But it's not right. I hear you.
[AGENT][NEUTRAL] The next, another month might not be on Friday.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It just worked that way. It's trying to confuse me.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] That's, that's all we needed so that should give her plenty of time to get that information back.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And, and if it's the same bank, if it's, if the routing, OK, I was gonna say we can take it over the phone, but if it's a different routing number, we can, OK.
[CUSTOMER][NEGATIVE] It's not.
[CUSTOMER][NEUTRAL] Yeah, it's a different bank that's why I emailed her that form but hopefully she'll get it back and she shouldn't have any problems, but that this discount was closed, so that's why I was just trying to check on it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um this is my state so I'll probably get it back and it'll be in the hub when I get back Tuesday.
[AGENT][NEUTRAL] Uh, and I'll send her an email to let her know it's been changed.
[CUSTOMER][POSITIVE] Perfect. Yeah. Sounds good. I appreciate it. OK, um, I thank you. Have a great day. Happy weekend. All right, thanks.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] You too. You too. Bye.
[CUSTOMER][NEUTRAL] Bye.