AccountId: 011433970860
ContactId: b9fa3f44-5675-4272-b85f-32050d3ad5e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116930 ms
Total Talk Time (AGENT): 39980 ms
Total Talk Time (CUSTOMER): 46137 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/b9fa3f44-5675-4272-b85f-32050d3ad5e8_20241231T17:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII], and at one time I was an active agent with your company. And I'm not I get a little residual check, not, I'm not even sure if it's once a month or every other, but I am changing banks. How do I change that with you guys?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, [PII], so you're getting commissions from us and you're changing your bank?
[CUSTOMER][POSITIVE] Yes, yes, correct.
[AGENT][NEUTRAL] OK, what is your email address, [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me pull you up and see what we have on you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what was your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] With a [PII] or a [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Oh, [PII], OK. Pretty.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, what I'm gonna do, [PII], is I'm gonna send you um a bank.
[AGENT][NEUTRAL] Bank draft form basically for you to fill out to give us the new banking information, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, through email?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Then I can just send that back?
[AGENT][POSITIVE] Yes, you can.
[CUSTOMER][NEUTRAL] OK dokey.
[AGENT][NEUTRAL] All right. Is there anything else I can do for you, [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, ma'am. That's it. Thanks so much.
[AGENT][POSITIVE] All right well thanks so much for calling APL you have a great afternoon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] All right, thank you. Bye-bye.