AccountId: 011433970860
ContactId: b7b19995-7832-4704-ae30-c8d24028d223
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66080 ms
Total Talk Time (AGENT): 35375 ms
Total Talk Time (CUSTOMER): 30627 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/b7b19995-7832-4704-ae30-c8d24028d223_20250313T19:39_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I'm an old agent and, uh, I, I need to change where my commissions are being, uh, deposited. I, I got hacked and I had to change my checking account.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's been, it's such a drag.
[AGENT][NEUTRAL] Sorry about that. OK, so, um, just for documentation purposes so that we know like just to have it in writing and so that we get it correct, can you um send us an email or I can send you an email with the new EFT form to fill out, is that OK?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] Yeah, uh, what's your email?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, give me just a minute and I'll send it over to you, OK? And then you can just uh fill it out and reply back to me and then we'll get that processed for you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] I really appreciate you thank you.
[AGENT][POSITIVE] Of course, yeah, of course, talk talk soon have a good day bye.
[CUSTOMER][POSITIVE] Take care. All right, bye.