AccountId: 011433970860
ContactId: d2dcd477-0b38-4a5f-9040-ccd851da2b6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205070 ms
Total Talk Time (AGENT): 48828 ms
Total Talk Time (CUSTOMER): 123967 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/d2dcd477-0b38-4a5f-9040-ccd851da2b6d_20250521T20:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII]. I'm calling from IV Technology. Uh, we recently received an email about a remittance details change. Uh, I was just calling in to confirm the bank details before we go ahead and change it in our system.
[AGENT][NEUTRAL] Uh, yeah, give me one second and I'm sorry, can you repeat your name again? Did you say [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, my name is [PII], and uh I, I'm calling from IV Technology. Yeah.
[AGENT][NEUTRAL] OK. Thank you. And uh can I get your group number please, if you have that?
[CUSTOMER][NEUTRAL] Um, let me just take a look.
[CUSTOMER][NEUTRAL] Um, there is a number in the email subject that I got. It says APL 26154.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you. And can you just please confirm the address that we should have on file?
[CUSTOMER][NEUTRAL] Um, sorry, the the address for, um,
[CUSTOMER][NEUTRAL] The mailing address?
[AGENT][NEUTRAL] Yeah, the address for um your group that we should have on file.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I'm not sure about that actually because I'm from a different team, um, and another entity for IV and uh there's.
[CUSTOMER][NEUTRAL] Like the group, so I'm not part of the like the payroll and the benefits team so I don't have access to that information. Uh, I'm just from the finance team and I was asked to confirm the bank details before we get the change in effect.
[AGENT][NEUTRAL] OK. All right. Um, let me know, oh, so what do you have, um, cause you should have, uh, received a flyer attached to the email. Yeah. So if you wanted, you can just read what you have, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, I can read it out absolutely yeah so it it was applied on how to submit group payments so we, we obviously will process an ACH remittance, uh, and just wanted to confirm that the routing number that we have on that one is [PII].
[CUSTOMER][NEUTRAL] That's correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, perfect. And the account number is [PII]. Correct?
[AGENT][POSITIVE] Yep, that's correct as well.
[CUSTOMER][POSITIVE] Perfect. And I just wanted to confirm um what would be the name on the account?
[CUSTOMER][NEUTRAL] Like the beneficiary name?
[AGENT][NEUTRAL] Um, American Public Life and uh the bank is Bank of Oklahoma.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Bank of Oklahoma. So, yeah, because I think we had a different account earlier and we tried to make the payment, but the payment got returned to us. That's the reason why we, yeah, OK. So, so APL, American Public Life Insurance, is that OK to use as the name on the account or?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That's fine. OK, perfect. Uh, yeah, that, that's pretty much what I needed to confirm. That's perfect. Thank you so much for your help. Yeah.
[AGENT][POSITIVE] No problem, [PII] thank you for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, you too. Thank you. Bye.
[AGENT][NEUTRAL] Mm.