AccountId: 011433970860
ContactId: d6f6e4e8-0fac-4b37-b59e-af803cfb78b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88879 ms
Total Talk Time (AGENT): 54872 ms
Total Talk Time (CUSTOMER): 21472 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/d6f6e4e8-0fac-4b37-b59e-af803cfb78b4_20250106T21:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Miss [PII], how are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm good. [PII], I was online trying to set up my file.
[CUSTOMER][NEUTRAL] And when you get down to direct deposit for your bank routing number.
[CUSTOMER][NEUTRAL] When I put in my bank routing number, it gives a whole different bank.
[AGENT][NEUTRAL] OK um I do know that on our troubleshooting guide it does say that sometimes the bank information isn't updated so as long as you make certain that your routing number and the account number as long as you've made sure that all that you've entered is absolutely correct, um, it should be totally fine.
[AGENT][NEUTRAL] I think sometimes let's see, sometimes the Federal Reserve doesn't update all the companies and so sometimes it will show a different bank name than um on the screen and that's why.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so long as the information is correct I'm fine.
[AGENT][POSITIVE] Yeah, as long as you're entering the correct routing number and bank account number, your direct deposit will process with no problems.
[CUSTOMER][NEUTRAL] OK, that's what I wanted to verify.
[AGENT][POSITIVE] Yeah, not a problem. Anything else I can help with?
[CUSTOMER][POSITIVE] No, ma'am. I'll do it at this time. Thank you.
[AGENT][POSITIVE] My pleasure you have a great day.
[CUSTOMER][NEUTRAL] OK, send to you.
[AGENT][NEUTRAL] Mm. Bye-bye.