AccountId: 011433970860
ContactId: 0179c875-c9ab-4f99-b2fb-dd758ffb8be7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 436140 ms
Total Talk Time (AGENT): 179249 ms
Total Talk Time (CUSTOMER): 147882 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/0179c875-c9ab-4f99-b2fb-dd758ffb8be7_20250224T17:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, good morning. My name is [PII], and I was calling to see, um, I had something a fact.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] For uh [PII] in regards of changing um
[CUSTOMER][NEUTRAL] Banking information and I sent over power of attorney papers and I was trying to see if you guys have received it.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with your fax information. Can you please give me your callback number and your policy number?
[CUSTOMER][NEUTRAL] The contact number is [PII].
[CUSTOMER][NEGATIVE] And oh crap, let me see if I got the policy number on me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I hope I didn't leave it at the house.
[CUSTOMER][POSITIVE] I think that would be lovely.
[CUSTOMER][NEUTRAL] OK, the policy number is 022.
[CUSTOMER][NEUTRAL] 71513.
[AGENT][NEUTRAL] OK let me look that up real quick.
[AGENT][NEUTRAL] OK, is [PII] available for me to be able to speak to him about the policy and give consent to talk with you, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, I'm gonna try to wake him up. Yeah, that's why I made sure I sent him my power of attorney also.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All the, all the.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So the
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] This lady on the phone. I need you to, you gotta give her your consent for her to talk to me. Hello.
[AGENT][NEUTRAL] Hi, Miss [PII].
[CUSTOMER][NEUTRAL] Oh yeah, and the walk with the daddy.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Yes. Hi, [PII]. Good morning. Can you please verify some information for me, sir? Uh, can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Alright, goodbye.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then uh one last verification, can you give me your phone number, sir, that's on the policy?
[CUSTOMER][NEUTRAL] Um, oh. Yeah, I don't know.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And is it OK if I speak with Miss [PII] about your policy, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you so much. You have a blessed day and thanks for giving me consent.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] back with you again. OK, so, um, I thank you for letting him get on the phone and give me consent.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I am not saying, can you give me um.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] If you can give me the last four digits of the bank routing number and the last 4 digits of the account number for the bank change form that you did all to see if the bank information was changed.
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[AGENT][NEUTRAL] OK, I don't find that it's been changed yet so what I'm going to do is I'm gonna transfer you on over to customer service, uh, so that you can we can find out if they've received your power of attorney and bank draft information, your bank change form OK? it's gonna be a brief hold. I'll let them know that Mr. [PII] already verified that it's OK for us to speak with you so you don't have to do that again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Cause I was just about to ask that question. OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yes, ma'am. All right. Well, you take care and thanks for calling APL. It's gonna be a brief hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII].
[CUSTOMER][NEUTRAL] Hi, Miss [PII]. How are you, dear?
[AGENT][NEUTRAL] Oh hey, I'm doing good. I've got, um, I've got Ms. [PII] on the phone. She's the daughter of the insured [PII], um, for policy number 227.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] 1513.
[AGENT][NEUTRAL] [PII] did give consent and verified the policy uh the good call back number is the one she's calling from and he did say it's OK if we talk to his daughter about his policy.
[AGENT][NEUTRAL] But she's calling because she sent in a bank change form and also power of attorney paperwork and she sent it on.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] [PII] by fax.
[AGENT][NEGATIVE] I'm not showing it and she's calling to follow up on it.
[CUSTOMER][NEUTRAL] Let me, uh, give me one second. Let me pull the faxes up, see if there's anything in there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm and I won't keep you on there. I just wanna see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] There's one that came in today. What state is this? [PII], that would be [PII]'s. So let me, OK, go ahead and put, put [PII].
[AGENT][NEUTRAL] Yes, her name's [PII].
[CUSTOMER][NEUTRAL] OK, I'll have to dig to [PII]'s folder and which one she is first because we just do 123 and 4 now we don't do.
[CUSTOMER][NEUTRAL] Names anymore so I can never remember who's um who gets which.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I can leave this for go ahead, but Miss [PII] just for girl.
[AGENT][POSITIVE] OK thank you bye bye.
[CUSTOMER][POSITIVE] Thank you. Have a good day, [PII].
[AGENT][NEUTRAL] You too.