AccountId: 011433970860
ContactId: c4d7f89a-cdb9-458f-bfae-9ac9521c5253
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135690 ms
Total Talk Time (AGENT): 37779 ms
Total Talk Time (CUSTOMER): 49639 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/c4d7f89a-cdb9-458f-bfae-9ac9521c5253_20250224T21:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] To set up, um.
[CUSTOMER][NEUTRAL] Uh, automatic deposit of any checks that you would be sending, and I put in my account number and routing number, uh, and everything, and, and I double checked it and.
[CUSTOMER][NEGATIVE] It's not.
[CUSTOMER][NEUTRAL] Insect, and I, my bank, I bank with this Capital One and I know I called Capital One, they said they used to be part of.
[CUSTOMER][NEUTRAL] I know, but
[CUSTOMER][NEUTRAL] It
[AGENT][NEGATIVE] Ma'am, I can't hear you. Your phone is cutting out.
[AGENT][NEUTRAL] Your service
[CUSTOMER][NEUTRAL] Ma'am, can you hear me?
[AGENT][NEUTRAL] Yes, ma'am. I can hear you now.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] You can hear me now?
[AGENT][NEUTRAL] Yes, I can hear you now. I can hear you.
[CUSTOMER][NEUTRAL] Hello? Can you hear me?
[CUSTOMER][NEUTRAL] Yeah, uh.
[AGENT][NEUTRAL] And what, what is your name and your policy number?
[CUSTOMER][NEUTRAL] OK. Well, uh, my name is
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEGATIVE] Your phone is still breaking up, ma'am.
[CUSTOMER][NEUTRAL] Uh, right.
[CUSTOMER][NEUTRAL] Is it breaking up now?
[AGENT][POSITIVE] It's a little bit better. I can hear you now.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said your name was [PII]?
[CUSTOMER][POSITIVE] She likes.
[AGENT][NEUTRAL] OK, Miss [PII], what is your policy number?
[AGENT][NEUTRAL] Miss [PII], I'm gonna ask that you call back and.
[AGENT][NEGATIVE] Place that your phone will work because I'm having a very difficult time hearing you.
[CUSTOMER][POSITIVE] Thank you.