AccountId: 011433970860
ContactId: 93320d91-c664-474b-ba39-f87b0c6342d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226059 ms
Total Talk Time (AGENT): 72822 ms
Total Talk Time (CUSTOMER): 125062 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/93320d91-c664-474b-ba39-f87b0c6342d2_20250108T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[AGENT][POSITIVE] Hi I'm I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing all right thank you um I've got uh not a group admin she says she's an accountant for the group um I've not run into this before she said per their policy she requested our ACH information she got it but she said that she has to verbally verify the information with us and frankly I'm not sure what where I would find that or if we're able to do that.
[AGENT][NEUTRAL] Mm, it'd be on guru, but, uh, you can send it to me.
[CUSTOMER][NEUTRAL] OK, um, I didn't know if that's something that's OK to give out to an accountant.
[AGENT][NEUTRAL] Is she the group contact?
[CUSTOMER][NEUTRAL] She's not um she was able to verify all of the information she said she is an accountant with them though.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] It is 26674.
[AGENT][NEUTRAL] Um, and what's her name?
[CUSTOMER][NEUTRAL] Her name is [PII]. Uh last name is [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, you can send her, is this for auto candies?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, you can send her to me.
[CUSTOMER][POSITIVE] OK, I appreciate it thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] My name is [PII] and I was calling to have someone do a verbal verification of APL's banking information as it's part of our company policy before we pay an invoice.
[AGENT][NEUTRAL] OK, are you the group contact?
[CUSTOMER][NEUTRAL] To be honest, I don't know if they have me listed as a contact or not.
[AGENT][NEUTRAL] Um, we currently have a [PII].
[AGENT][NEUTRAL] Um, the answer.
[CUSTOMER][NEUTRAL] And and then [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII] mhm and [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it's her email, but we've got [PII] as the actual contact and we've got [PII]'s email.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, if you need to speak with [PII], I can get her on the phone.
[AGENT][NEUTRAL] Yeah she would be the only verify that information with since she's the contact.
[CUSTOMER][NEUTRAL] OK, but just to be clear, this is not verifying our banking information, this is verifying APL's information.
[AGENT][NEUTRAL] Correct, but I mean unless you have the bank informa I can't all I can say is yes or no. I wouldn't be able to read out the information.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Yes I do. I, no, no, I have it I have it. I had requested it via email from y'all yesterday and I received it, but then our policy is that I have to go back and get someone on the phone.
[AGENT][NEUTRAL] OK. If you, if you can read it out to me, I can.
[CUSTOMER][NEUTRAL] And have the
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, well, let's do that. OK, so I have for the routing number [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And and for the account number I have [PII].
[AGENT][NEUTRAL] Um, let me.
[AGENT][NEUTRAL] Uh, what were the last 4?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and can I have your name again? I'm sorry.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, thank you [PII]. I know that's kind of an odd request it's just part of our internal policy before we pay the invoice and we're trying to get y'all invoice paid.
[AGENT][NEUTRAL] You're fine
[AGENT][POSITIVE] All righty, that sounds good.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] No problem thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, bye.