AccountId: 011433970860
ContactId: f425ce2d-d638-4401-a8d3-1b899dfaa422
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220080 ms
Total Talk Time (AGENT): 14799 ms
Total Talk Time (CUSTOMER): 148785 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/f425ce2d-d638-4401-a8d3-1b899dfaa422_20250619T21:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK, uh, I have a draft coming out of my account, and what happened is somebody took my checking account number and tried to scam me, so I had to change the account and I have a draft with y'all and I would like to fix it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so we just need to update the banking information, the um account number and all that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You have to be these new checking account number.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Got you. OK, so we'll get that information up.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Do what now?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] See my phone close.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] I'll be damned. I quit on me.
[CUSTOMER][NEUTRAL] You know what.
[CUSTOMER][NEUTRAL] I had it in on me and it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Try it again.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello. Hello. I don't have my head. I just checked out on me.
[CUSTOMER][NEUTRAL] No one washed it because it had some sticky stuff on it. I get that one? So what happened when you get a Christmas um.
[CUSTOMER][POSITIVE] Hm. It was I just got it because I've been asking for perfume. He got it for you.
[CUSTOMER][NEUTRAL] Mm. Well, that's nice that you that's gonna bring me one too I. Also, um, it was, it was a 3 pack. Somebody stole, I don't know. Somebody grabbed it and never gave it back, I think.
[CUSTOMER][NEUTRAL] It might have been it it have that. Mhm. I think they're still on the line, but
[CUSTOMER][NEGATIVE] How do I get them? But I forgot his story, the other kids. Oh, this stupid ass phone.
[CUSTOMER][POSITIVE] OK let me keep this. Oh, that's nice.
[CUSTOMER][NEUTRAL] I've been here 6 for time.
[CUSTOMER][NEUTRAL] What what?
[CUSTOMER][NEUTRAL] Could have been me, um.
[CUSTOMER][NEUTRAL] So it wasn't easy because you would have.
[CUSTOMER][NEUTRAL] I write my email.
[CUSTOMER][POSITIVE] Yeah, let's see if I can get on this.
[CUSTOMER][NEUTRAL] I don't need to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.