AccountId: 011433970860
ContactId: adcbb315-16de-40ff-bb9e-10a2d9be029f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209850 ms
Total Talk Time (AGENT): 75780 ms
Total Talk Time (CUSTOMER): 131331 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/adcbb315-16de-40ff-bb9e-10a2d9be029f_20250214T23:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I, my fax, I was trying to fax something. I can't it in my fax machine I think it's, it's not working, so how do I get.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] An electronic funds transfer form sent to somebody, uh, can I take a picture of it and send it from my email?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I believe so. Give me just a moment, let me make sure.
[CUSTOMER][NEGATIVE] OK, it's not mine. I'm doing this for my aunt and I have talked, but I don't have her telephone and I, I told her I would just, she got, we filled it out, she's sick and we filled it out. I know this sounds sketchy, doesn't it? Good grief. We filled it out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And uh I brought it home thinking I could, but we've had something done and now my fax machine won't work and she's about to worry herself to death about this because the bank changed hands and they didn't have the new elect you know they don't have her uh signature, the new electronic funds transfer signed for the new routing number so we've got it. I just gotta get it to you.
[AGENT][NEUTRAL] Uh-huh. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Sure, OK, give me just a moment let me check to see I think you can email it to us, but I just wanna make sure.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, you can email it to us OK uh let me know when you're ready I can give you that email address.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] All right, so it's [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] And that's all little letters?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, [PII] all together [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] And just put uh attention customer service or or that's good enough.
[AGENT][POSITIVE] That's perfectly fine. That's perfectly fine, um, yeah, and I believe that form should have all of the information we need, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh it does. I mean it's got everything bank address, her name, you know, I just didn't wanna she is real, she's got cancer and I just did not, she's very confused. She's going through chemo and she was so upset when the bank called her and said, hey, they're not gonna we're not accepting.
[AGENT][NEUTRAL] Right, policy number, all that kind of stuff, yes.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Routing number and you know she's like I'm gonna, you know, I know she's thinking she's gonna lose her insurance, but I'm sure it's been fine until now so you know.
[AGENT][POSITIVE] Oh my goodness, yes.
[AGENT][POSITIVE] Of course, absolutely, and we're, you know, we understand things. I mean that would stress me out in general but I completely get it we'll definitely work with y'all.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, I'm stressed out just trying to get all the, to get, get a little something done for her because, you know, they, oh anyway, thank you so much.
[AGENT][NEUTRAL] Oh, I can imagine.
[AGENT][POSITIVE] Exactly.
[AGENT][POSITIVE] Yeah, so you're perfectly fine. Yes ma'am. I hope you have a great rest of your night. You too. Thank you bye bye.
[CUSTOMER][POSITIVE] Have a good weekend.
[CUSTOMER][NEUTRAL] All right. OK, bye.