AccountId: 011433970860
ContactId: c4c8950b-514a-46e4-832f-58eb796afadb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227949 ms
Total Talk Time (AGENT): 90482 ms
Total Talk Time (CUSTOMER): 78598 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/c4c8950b-514a-46e4-832f-58eb796afadb_20250508T20:12_UTC.wav
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[AGENT][POSITIVE] Afternoon. Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Eo Money on behalf of a client Regions Bank on a recorded line.
[AGENT][NEGATIVE] I'm very sorry, but I can't understand what you're, I'm so sorry but I can't understand you at all.
[AGENT][NEUTRAL] There's something in the
[CUSTOMER][NEUTRAL] I'm sorry, can you hear me now?
[CUSTOMER][NEUTRAL] Can you hear me now?
[AGENT][POSITIVE] That's, that's better, yes.
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from In Go Money on behalf of a client Regions Bank on a recorded line. I was calling to verify a check.
[AGENT][NEUTRAL] OK, [PII], you're trying to verify a check for a number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, there's trying to cash and I'm just calling to verify it.
[AGENT][NEUTRAL] OK, just one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and [PII], which, um, you said you were with Regions Bank, is that correct?
[CUSTOMER][NEUTRAL] Yes, on behalf of Reaching Bank, yes ma'am.
[AGENT][NEUTRAL] OK. And what is your callback number, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And the first initial to to your last name, please?
[CUSTOMER][NEUTRAL] It's it's [PII]
[AGENT][NEUTRAL] Done. OK. Thank you. And let's see. If you could give me the check number, please?
[CUSTOMER][NEUTRAL] Yes, it's 204-1468.
[AGENT][POSITIVE] OK, thank you one moment please. I can help you with this.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Just one moment please.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you did say 2041468. Is that correct?
[CUSTOMER][POSITIVE] 204-1468, yes, that's correct.
[AGENT][POSITIVE] OK, thank you. And
[AGENT][NEUTRAL] Can you verify who it is paid to and the address on the check, please?
[CUSTOMER][NEUTRAL] Yes, it's made out to [PII] and I have the address as [PII], um, it's dated for [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, thank you. And then the amount, please?
[CUSTOMER][NEUTRAL] It's for $2,369.55.
[AGENT][POSITIVE] OK, thank you. So, yes, that is valid and that is valid. All of the information matches.
[CUSTOMER][NEUTRAL] No stops or hold?
[AGENT][NEUTRAL] I'm so sorry. What was your question again? No. No.
[CUSTOMER][NEUTRAL] OK, no stops or hold. No stops or hold.
[CUSTOMER][NEUTRAL] OK, if I guarantee you he can cash it today?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, can I have your first name and your title with the company please?
[AGENT][NEUTRAL] Again, my name is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. And is there anything else, [PII] that I can help you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That will be it. I thank you for your help. You enjoy the rest of your day.
[AGENT][POSITIVE] Well, I hope you have a nice rest of your day as well, and thank you again for calling APL.
[CUSTOMER][POSITIVE] Alrighty bye bye.
[AGENT][NEUTRAL] All right, bye-bye.