AccountId: 011433970860
ContactId: d50c3d38-b8f1-4fe7-9b4a-014b3c076bbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396209 ms
Total Talk Time (AGENT): 149805 ms
Total Talk Time (CUSTOMER): 131500 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/d50c3d38-b8f1-4fe7-9b4a-014b3c076bbb_20250519T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am actually on your site right now trying to set up my um bank uh information and when I typed in our routing number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It gave me a different bank name, which is scary.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] And it's not letting me, you know, take it out of there.
[AGENT][NEUTRAL] Do that alright um I will need to, are you with a group?
[CUSTOMER][NEUTRAL] Yeah, I'm well I think it's under Lane Financial.
[AGENT][NEUTRAL] OK, do you have, give me one second, I can't find my cursor. Do you have your group number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I don't, ma'am uh I actually just called in because I'm an agent within the agency and I didn't have any information including a certificate. Let me see if I can.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on just a second, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just pulled my certificate so let me, here we go uh 0248.
[CUSTOMER][NEUTRAL] 752-3.
[AGENT][NEUTRAL] OK. OK. One moment.
[AGENT][NEUTRAL] Let me look that up for you.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] Can I get you to verify your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get a good call back number in case we get disconnected [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and can I get you to verify your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and phone number is the same as the one you gave me?
[CUSTOMER][NEUTRAL] Uh, yes, that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] What's going on?
[CUSTOMER][NEGATIVE] Yeah, that was scary.
[AGENT][NEUTRAL] Yeah, yeah, um, and let me just verify something real quick and then I might send you to uh billing and they might be able to help you input that.
[AGENT][NEUTRAL] Better let me see real quick.
[CUSTOMER][NEUTRAL] From the commerce Bank, I know.
[CUSTOMER][NEGATIVE] That's definitely not right.
[AGENT][NEUTRAL] OK, give me one moment I'm going to transfer you to billing, is that right?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Alright, give me 1 2nd.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATM. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], I have a [PII] on the line. Um, I've already verified him. He's trying to.
[AGENT][NEUTRAL] Put in his bank information and the routing number that he's putting in is giving a different bank and I was wondering if you could help him out with that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Don't know what I can do to be honest. I mean, if he's entering in the number, it's supposed to be for his bank. Uh, I mean, he just needs to check with his bank so that he's got the right routing number. I apologize. I don't wanna push it off on you. I just, I don't know what else I could do for him that you haven't.
[AGENT][NEUTRAL] Like, are you
[AGENT][NEUTRAL] Me either.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, and I, the way he made it sounded like he was, well, the way he made it sound too is he's a group owner, but I don't think he's an owner of a group because he said he was putting it in for his, his group and then he gave me something completely different right um so just ask him to call his.
[CUSTOMER][NEUTRAL] I don't, I don't know, I don't know what to tell.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh yeah, it's only online service and trying to do it.
[AGENT][NEUTRAL] Yeah, and then I tried to look I was like, what's your group number and he gave me a policy number so I was like uh OK alright I'll ask him to call his, his bank then and see what's going on.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, he needs to verify the bank. Yeah, I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No, you're OK. This is my, this is week 2 for me, so thank you so much for being patient and helping me with that.
[CUSTOMER][POSITIVE] Oh, no problem. No problem at all.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Have a good day, bye bye.
[AGENT][NEUTRAL] Um, you too.
[AGENT][NEUTRAL] [PII], are you still on the line?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, I talked to our billing department and they said they will, they want you to call your bank first and make sure that you have the correct numbers um because that's all they can that's all they would be able to tell you too they couldn't input it in for you.
[CUSTOMER][NEUTRAL] I'm looking at my checks and the routing number is right there.
[CUSTOMER][NEUTRAL] Um, although I am looking at the, it was BB&T and now Trust.
[CUSTOMER][NEUTRAL] And it's showing a different routing number in the system, so I guess I.
[AGENT][POSITIVE] Yeah, I would call and get a physical person on the line and see if you can get that sorted out because that I wouldn't want to input the wrong information either.
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEUTRAL] If it's giving you a bunch of different things.
[CUSTOMER][POSITIVE] OK, I appreciate it thank you very much.
[AGENT][POSITIVE] Alright, I'm so sorry I wasn't able to help you any further.
[CUSTOMER][POSITIVE] Oh, you have. I appreciate it thank you.
[AGENT][POSITIVE] Alright, thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] OK bye.