AccountId: 011433970860
ContactId: cbfa64c2-3b8f-49ce-b32e-3fc6f80697fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118279 ms
Total Talk Time (AGENT): 50480 ms
Total Talk Time (CUSTOMER): 73428 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/cbfa64c2-3b8f-49ce-b32e-3fc6f80697fa_20250303T19:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] for
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling, and I need to have our bank account changed for auto pay and I downloaded the form, the electronic funds transfer, and I was gonna mail it in, um.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What address do I send it to [PII]?
[AGENT][NEUTRAL] Yes, um, you can also just email that form to us if you'd like, [PII], but I can get you that information. Uh, give me just a moment.
[CUSTOMER][NEUTRAL] Well, if I email it it won't have his signature on it. I have all the information like I don't know how to, I don't know how to do the signature.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, no worries, um, OK, let me know when you're ready, [PII].
[CUSTOMER][NEUTRAL] I, I guess, I guess I could save it as a document, copy it and save it and send it that way maybe.
[AGENT][POSITIVE] You could even snap a picture of it and email it that way.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, alright, well I'll, I'll email it then. Can you give me the email information?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Uh let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It is a [PII] team, so [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] OK, alright, and I will, uh, that'd be easier to go ahead and email it I think now that I've thought about it.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][POSITIVE] I just wasn't sure about the signature part. I knew you'd have to have it, but you don't need a voided check or anything, just the routing and account number, right? OK, well, good deal. Thank you so much.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Of course is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh no, that'll take care of it. We appreciate you.
[AGENT][POSITIVE] All right. Yes, ma'am. Thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.