AccountId: 011433970860
ContactId: ca3ff093-c28b-4e1a-99cb-9c7643ba3982
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78540 ms
Total Talk Time (AGENT): 40648 ms
Total Talk Time (CUSTOMER): 53761 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/ca3ff093-c28b-4e1a-99cb-9c7643ba3982_20250305T19:43_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey, [PII], it's [PII], heck of a nice guy. How are you doing today?
[AGENT][POSITIVE] Good. How are you, [PII]?
[CUSTOMER][POSITIVE] I'm doing good. Hey, you know, uh, I don't know if you know or not, but you know APL has that auto draft feature for certain accounts. Do you know of it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] I know that we do bank draft or we set up bank draft. Are you talking about for the billing side, mhm.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] Right, exactly, yeah, yeah, yeah, who do I send that email to because I have another group. I just forgot if it was [PII] that I send it over to or do I send it to [PII] or [PII] or, you know, [PII], I mean [PII], I mean.
[AGENT][NEUTRAL] Uh, if you're wanting.
[AGENT][POSITIVE] Yeah, I got you, got you, um.
[CUSTOMER][NEUTRAL] Yeah, I just wanna get the process, yeah.
[AGENT][NEUTRAL] Yeah, so do you have the bank draft, you have all the information to get that set up if that's the case, you would just send it to us if you're dealing with [PII], you can send it directly to [PII].
[CUSTOMER][NEUTRAL] Alright, I'll send it. OK. Well, well, usually, uh, you guys implement it, you send them a form that they have to put their bank draft information. I just need to know who I email that to. Is it just [PII] then or APL sales?
[AGENT][NEUTRAL] Mhm, mhm, mhm.
[AGENT][NEUTRAL] Yeah, and I would send it to APL sales, um, because that comes directly to our team, so any of us can handle it and get it taken care of for you.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, cool. OK. Thanks a lot. I just wanted to know the proper channel. Yeah, that's it. You enjoy your day, OK? All right, thanks. Uh, um, you too, bye.
[AGENT][NEUTRAL] OK. Was it all you needed?
[AGENT][POSITIVE] OK. All right. You too, [PII]. Talk to you soon. Have a great day. Bye-bye.