AccountId: 011433970860
ContactId: e9f60b34-3879-4e30-aeeb-e638f4179649
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150179 ms
Total Talk Time (AGENT): 57911 ms
Total Talk Time (CUSTOMER): 69764 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/e9f60b34-3879-4e30-aeeb-e638f4179649_20250228T15:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[AGENT][POSITIVE] Hey, I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing all right thanks um I've got a group admin on the line um and she said she's wanting to update their bank information for their draft payment um I didn't think groups could do draft payments or automatic draft payments so I don't know what she's talking about do we save any bank information for groups?
[AGENT][NEUTRAL] We don't
[AGENT][NEUTRAL] Uh, the only place that there's any saved bank information is through their online service center, but we don't, we don't do that.
[CUSTOMER][NEUTRAL] OK, yeah, I'm not sure what she's talking about then. OK, um, would you mind talking to her?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, uh, the group number is uh 25234.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] 252-34.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, uh, who's on the phone?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] All right, you can send it to me.
[CUSTOMER][POSITIVE] Alright appreciate it thank you bye bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm trying to change the bank account for which, um,
[CUSTOMER][NEUTRAL] Our invoices come out each month?
[AGENT][NEUTRAL] OK, um, we don't, we don't, uh, do bank drafts on our end. Are you talking about through the online service center?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, this is for APL.
[AGENT][NEUTRAL] Yes ma'am, but we don't bank draft groups.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will have to look into that further then.
[AGENT][NEUTRAL] It looks, hey, I'm pulling up one of the last. It looks like you do it through your bank.
[AGENT][NEUTRAL] So you'll need to contact them.
[AGENT][NEUTRAL] Or whoever you have it set up with Heartland Bank is the the name of.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, so it's not done through your company then. OK.
[AGENT][NEUTRAL] No, we don't, we don't think draft at the group level.
[CUSTOMER][POSITIVE] Well, I appreciate
[CUSTOMER][POSITIVE] Oh gosh. Well, thank you so much for looking for me and I, I will go the other route then. Thank you so much.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] You have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Uh-huh, bye bye.
[AGENT][NEUTRAL] Bye.