AccountId: 011433970860
ContactId: e83ebbff-0c29-4d60-8381-4c32107a4c83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99900 ms
Total Talk Time (AGENT): 26991 ms
Total Talk Time (CUSTOMER): 33072 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/e83ebbff-0c29-4d60-8381-4c32107a4c83_20250110T17:52_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is how can I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Um, yes, I'm calling because I had to change my bank account for the direct deposit.
[CUSTOMER][NEUTRAL] And I thought we were done and then I got letters in the mail, so I'm not sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What's going on with my account, I guess.
[AGENT][NEUTRAL] OK, I can check that. Um, we'll, we'll take a look at your, um, account, make sure that all of that information is correct. What was your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Which also I got married and I need to change my name.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] It's under [PII].
[AGENT][NEUTRAL] Oh, OK, change someone I'm sorry.
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] You said that we have your maiden name on our system. Does that need to be changed?
[CUSTOMER][NEUTRAL] Yes, I need to change my name.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And [PII], do you have a good uh call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Did you get that?
[CUSTOMER][NEUTRAL] Hello?