AccountId: 011433970860
ContactId: bb128e26-4484-469d-8077-dddb76a17522
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75309 ms
Total Talk Time (AGENT): 34862 ms
Total Talk Time (CUSTOMER): 34915 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/bb128e26-4484-469d-8077-dddb76a17522_20250307T16:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I'm trying to fill out this uh direct deposit form.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And when I do and I put in my bank information, it comes up a different bank name.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK, yes, so that does happen um are you you're doing it on our online portal?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, yes, I know that sounds funny um but it does happen, um, so as long as you verify that your routing information that you entered is correct that is perfectly fine.
[CUSTOMER][NEUTRAL] OK, so I don't have First National Bank though.
[AGENT][NEUTRAL] I understand it's just a weird little issue that the system has.
[CUSTOMER][NEUTRAL] OK, so if my routing and my account number is correct, it's gonna go to my true bank.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][POSITIVE] OK, I'm gonna save it.
[CUSTOMER][NEUTRAL] I just wanna make sure they don't go somewhere else.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yes ma'am. No, you are fine. I understand the concern.
[CUSTOMER][NEUTRAL] OK, that's all the question I had for you.
[AGENT][POSITIVE] Alrighty. Well, thanks for giving us a call. Have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] Thank, thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.