AccountId: 011433970860
ContactId: edb901f1-2b82-4461-846e-24a73bf234b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194789 ms
Total Talk Time (AGENT): 48424 ms
Total Talk Time (CUSTOMER): 109621 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/edb901f1-2b82-4461-846e-24a73bf234b6_20250214T19:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you doing today?
[AGENT][POSITIVE] I'm good and yourself?
[CUSTOMER][POSITIVE] I'm doing good, doing good.
[AGENT][POSITIVE] Good. How can I help you today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I was calling because um one of our clients has um an account set up with you guys.
[CUSTOMER][NEUTRAL] And they got a notification that the payment did not process uh a few weeks back and I noticed that you guys have um updated your ACH bank details.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I'm assuming that's probably why I didn't go through.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is there something that they need to do to manually update that for the ACH payments because I don't see anywhere in the system where it allows them to do that.
[AGENT][NEUTRAL] OK, so you're needing to find out, uh, first off, who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm, I'm one of the brokers.
[AGENT][NEUTRAL] I'm so sorry, [PII], what was the last name?
[CUSTOMER][NEUTRAL] That's [PII]
[AGENT][NEUTRAL] This is.
[AGENT][POSITIVE] Thank you. And what is a good callback number for you, please, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and the group number that you're calling on behalf of?
[CUSTOMER][NEUTRAL] Um, what is our group number?
[CUSTOMER][NEGATIVE] Pa pa pa pa pa pa.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Where is it up on here?
[CUSTOMER][NEUTRAL] That would be on the invoice I'm assuming let's see.
[CUSTOMER][NEUTRAL] Um, where is the group number?
[CUSTOMER][NEUTRAL] Oh my goodness, OK, it's G 000 B as in boy, L as in Larry, F as in Frank 6.
[AGENT][NEUTRAL] OK, now that's not an American public life group number, [PII].
[CUSTOMER][NEUTRAL] Oh, OK, hang on one second, you know what?
[CUSTOMER][NEUTRAL] That's weird.
[CUSTOMER][NEUTRAL] That's Mutual of Omaha.
[CUSTOMER][NEUTRAL] Oh, OK, you know what, maybe their payment that didn't go through that is so odd. It's the same amount.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 80528.
[CUSTOMER][NEUTRAL] That's so strange.
[CUSTOMER][NEUTRAL] 805 OK so that one went through.
[CUSTOMER][NEUTRAL] Very strange. OK, I think they're good on your end. might be the mutual side that that they are having issues with.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So you just needed to call the other? OK.
[CUSTOMER][NEUTRAL] OK, let me reach out to uh to them.
[CUSTOMER][POSITIVE] Yeah, I apologize.
[AGENT][POSITIVE] No, no worries, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that was all.
[AGENT][POSITIVE] OK. Well, thank you so much for contacting APL today and I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you too.
[AGENT][POSITIVE] Yes sir, thank you. Bye bye.
[CUSTOMER][NEUTRAL] I