AccountId: 011433970860
ContactId: 9ca87966-f434-4483-99b4-53d60c03f10b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299359 ms
Total Talk Time (AGENT): 131602 ms
Total Talk Time (CUSTOMER): 114058 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/9ca87966-f434-4483-99b4-53d60c03f10b_20250108T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] My name is [PII] and I'm with Questco Holdings and we received um.
[CUSTOMER][NEUTRAL] Some information that your banking information had changed for ACH payments and I'm required to verbally verify that before I can make the change.
[AGENT][NEUTRAL] OK, Miss [PII], um, can you please give.
[CUSTOMER][NEUTRAL] So can you help me with that?
[AGENT][NEUTRAL] Yes ma'am, can you please give me your group number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm not sure I can do that because I just work in accounts payable. I do not work in benefits.
[CUSTOMER][NEUTRAL] And they just forwarded me the email that had that information so.
[AGENT][NEUTRAL] OK, uh
[CUSTOMER][NEUTRAL] Um, let me, I'm trying to.
[AGENT][NEUTRAL] OK, um, Miss, Miss [PII], what is the name of you said it was Questco Holding is the name of the group?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Questco Holdings, yes.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] And see if I can't find the group for you.
[CUSTOMER][NEUTRAL] It could be possible we're a PEO so we pay benefits for lots of different clients and it could be possible that the billing could be under the client's name and not ours even though we make the payments. Let me see if I can find the invoice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, OK, let me, I've got the [PII], let me see.
[CUSTOMER][NEUTRAL] I get it open here and I'll tell you whose name is actually on there.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it is just plain old [PII] um.
[CUSTOMER][NEUTRAL] Our group number is 19874.
[AGENT][POSITIVE] OK, let me look that up. Thank you for looking that up for me. I appreciate that so much.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Your group number is 1974?
[CUSTOMER][NEUTRAL] 19874
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], um, I'm not showing that you're on the group as a contact person.
[CUSTOMER][NEUTRAL] No, I wouldn't be because like I said I'm in accounts payable but if we need the bank account number changed I have to verify it or I can't change it.
[AGENT][NEUTRAL] OK, so, um, we don't accept ACH payments, that's direct, direct deposit, right? Like you would direct deposit to our bank account?
[AGENT][NEUTRAL] Uh, we, you can call in and make a payment or you can send a check, but we don't take ACH payments.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well then why would I have gotten and.
[CUSTOMER][NEUTRAL] OK, I mean I've got something that says APL please update your ACH bank details for your payment.
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] And it's got the bank account information and stuff on here so.
[AGENT][NEUTRAL] OK, let me go ahead and I'm gonna go ahead and transfer you over to Group Billy in case something's changed that's different that I don't know about yet, but I'm gonna let you speak with somebody over there about um the ACH payments, OK? It's gonna be a brief hold. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, cool, alright, thank you.
[AGENT][POSITIVE] Alright bye bye. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got, um, hey, I've got um Miss [PII] on the phone. She is
[CUSTOMER][NEUTRAL] Hi, [PII].
[AGENT][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.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I told her as far as I knew, we didn't take ACH payments.
[CUSTOMER][NEUTRAL] We do.
[AGENT][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.
[CUSTOMER][NEUTRAL] We do, mhm.
[CUSTOMER][POSITIVE] OK, yeah, I can definitely do that mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much, [PII]. I appreciate it. All right. Bye-bye.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Mm. Bye.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII].