AccountId: 011433970860
ContactId: f3ec4691-7df2-4b23-a698-428f35479c8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159789 ms
Total Talk Time (AGENT): 41917 ms
Total Talk Time (CUSTOMER): 67242 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/f3ec4691-7df2-4b23-a698-428f35479c8f_20250129T14:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good, um, good afternoon. Um, we're looking to make a payment to yourselves. Um, we've received your bank details via email. I'm just wondering if somebody can confirm and verify them for me?
[AGENT][NEUTRAL] You're calling to confirm that we received payment.
[CUSTOMER][NEUTRAL] No, I'm asking you to confirm your bank details so that I can send you a payment.
[AGENT][NEUTRAL] OK, uh, EFT, how are you sending it?
[CUSTOMER][NEUTRAL] Uh, ACH.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And who are you with, ma'am?
[CUSTOMER][NEUTRAL] Um, with, um,
[CUSTOMER][NEUTRAL] Sorry, just bear with me one minute.
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] My name is [PII] and it's with Secureance Consulting.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 26717.
[AGENT][NEUTRAL] And what is the name of the group?
[CUSTOMER][NEUTRAL] Secureance Consulting.
[AGENT][NEUTRAL] OK, you have an address for that location?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Can you take payment over the phone? Are you able to do that?
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can you take payment over the phone?
[AGENT][NEUTRAL] We can, but I need to first get you verified. Give me one moment.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And what's your email address, [PII]?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm not showing you as a a a an admin for this group.
[AGENT][NEUTRAL] Do you know who the admin is for the group?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, I think it's [PII].
[AGENT][NEUTRAL] Yeah we're gonna need to get an email from the group to uh further assist to speak with you.
[CUSTOMER][NEUTRAL] All right. So you can't confirm your bank details or anything? So I can't make the payment. OK then, thank you.
[AGENT][NEUTRAL] No, ma'am, we cannot.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] OK, thank you very much for your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you.