AccountId: 011433970860
ContactId: 77bcb2df-3ba7-47fc-9c58-c9c7c25f47c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88790 ms
Total Talk Time (AGENT): 31702 ms
Total Talk Time (CUSTOMER): 57851 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/77bcb2df-3ba7-47fc-9c58-c9c7c25f47c7_20250519T14:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a [PII] on the line um I've already verified him he's trying to.
[CUSTOMER][NEUTRAL] Put in his bank information and the routing number that he's putting in is giving a different bank and I was wondering if you could help him out with that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Don't know what I can do to be honest. I mean, if he's entering in the number, it's supposed to be for his bank. Uh, I mean, he just needs to check with his bank so that he's got the right routing number. I apologize. I don't wanna push it off on you. I just, I don't know what else I could do for him that you haven't.
[CUSTOMER][NEUTRAL] Like, are you
[CUSTOMER][NEUTRAL] Me either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, and I, the way he made it sounded like he was, well, the way he made it sound too is he's a group owner, but I don't think he's an owner of a group because he said he was putting it in for his, his group and then he gave me something completely different right um so just ask him to call his.
[AGENT][NEUTRAL] I, I don't know, I don't know what to tell him.
[AGENT][NEUTRAL] Oh yeah, if you only the online service then you're trying to do it.
[CUSTOMER][NEUTRAL] Yeah, and then I tried to look I was like, what's your group number and he gave me a policy number so I was like uh OK alright I'll ask him to call his, his bank then and see what's going on.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, he just needs to verify with the bank. Yeah, I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, you're OK. This is my, this is week 2 for me, so thank you so much for being patient and helping me with that.
[AGENT][POSITIVE] Oh, no problem. No problem at all.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Have a good day bye bye.
[CUSTOMER][NEUTRAL] Mm, you too.