AccountId: 011433970860
ContactId: 04aba711-1172-4dc2-93a8-2b8975dbfda6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 508230 ms
Total Talk Time (AGENT): 219454 ms
Total Talk Time (CUSTOMER): 236624 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/04aba711-1172-4dc2-93a8-2b8975dbfda6_20250117T21:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I'm looking at my policy and I wanted to change my um my bank draft information.
[AGENT][POSITIVE] Alright, well it would be a pleasure to assist you with that. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] Uh yes, ma'am, I do. It's 957222.
[AGENT][NEUTRAL] Thank you and can you verify your name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] It's [PII] and uh [PII].
[AGENT][POSITIVE] Oh, I'm a July girl too.
[CUSTOMER][POSITIVE] Good.
[AGENT][POSITIVE] I can't beat those you like girls now.
[CUSTOMER][NEUTRAL] It is so hot.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what is your current mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] All right, thank you. And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then finally I have a Yahoo email on file. Can we verify that?
[CUSTOMER][NEUTRAL] It is [PII] mhm mhm.
[AGENT][NEUTRAL] Amen.
[AGENT][POSITIVE] Absolutely, I love that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And is it with the same bank or is it with a different banking?
[CUSTOMER][NEUTRAL] It's, it's a different bank and it said um I set it up under the payment preferences.
[CUSTOMER][NEUTRAL] Um, I've already got the routing number and uh the account number in there and I've saved it, but I don't see where to delete the other bank. I don't see where to delete South State Bank. I just set up a Coy bank.
[CUSTOMER][NEUTRAL] In there.
[AGENT][NEUTRAL] Now, is this for First National Bank in [PII]?
[CUSTOMER][NEUTRAL] What's in [PII].
[AGENT][NEUTRAL] That's just the name of the bank.
[CUSTOMER][NEUTRAL] No, it's
[CUSTOMER][NEUTRAL] Oh no ma'am it's Oak County, I mean Oak Coy SNL.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So what I'm going to do if you did change banks, I will need to send you a form to complete and get it back to us and then we can update that banking information for your premium.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well I'm glad that it's already auto paid for this month under the old bank.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And uh
[AGENT][NEUTRAL] And, um, would you like for me to email it to you or do you want me to mail it to you?
[CUSTOMER][NEUTRAL] I know I've got a little
[CUSTOMER][NEUTRAL] You can email it to me if you email it. I'll be able to email it right, uh, wait, can I?
[AGENT][NEUTRAL] You can do that.
[CUSTOMER][POSITIVE] OK, that'd be great.
[AGENT][NEUTRAL] Let me just get that form for you. Bear with me just one second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I'll go ahead and email it right now for you.
[CUSTOMER][POSITIVE] Wonderful.
[AGENT][POSITIVE] Let me just pull that form up. I wanna make sure I get the right one to you.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In fact, do you have an account online?
[AGENT][NEUTRAL] On our portal?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, not, is this a bank as well?
[AGENT][NEUTRAL] So we have a an online account of portal.
[AGENT][NEUTRAL] Let me see if you have an account.
[CUSTOMER][NEUTRAL] I, I, I'm on my online account.
[AGENT][NEUTRAL] If you go under the forms section.
[AGENT][NEUTRAL] Claims and forms.
[CUSTOMER][NEUTRAL] Uh, it is
[CUSTOMER][NEUTRAL] Claims inform wait um.
[AGENT][NEUTRAL] You should. Mhm.
[CUSTOMER][NEUTRAL] Uh, policy contact information, notification preferences, payment preferences, claim forms.
[AGENT][NEUTRAL] If you go into that form section, you should be able to get that electronic funds transfer form from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see here. Oh, claims and forms I see it.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] It's gonna be an electronic funds transfer form. Let's see if it's on there.
[CUSTOMER][NEUTRAL] Uh, let me go back to that.
[AGENT][NEUTRAL] It should be under the direct deposit form, the next one down.
[CUSTOMER][NEUTRAL] OK, online service it took me back to the.
[CUSTOMER][NEUTRAL] Hm, it took me back. Let me go back.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I'm on APL. I'm on the website.
[CUSTOMER][NEUTRAL] Let me see if there a home page.
[CUSTOMER][NEUTRAL] Go to the home game.
[CUSTOMER][NEUTRAL] Oh, there it is my claim.
[CUSTOMER][NEUTRAL] Well, well.
[AGENT][NEUTRAL] It should be electronic forms transfer.
[CUSTOMER][POSITIVE] Uh, it's a funny cards.
[CUSTOMER][NEUTRAL] Upload documents.
[AGENT][NEUTRAL] OK, if you go, OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Maybe if you go to just the um [PII].
[AGENT][NEUTRAL] Cause I see it there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The claims and forms. I see that over there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then as you're scrolling down, you'll see the different.
[AGENT][NEUTRAL] Claim forms and dental claim form, direct deposit form and then electronic funds transfer form.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Me through um.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Authorization? No, not that one.
[AGENT][NEUTRAL] You're getting close.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK, right, I see where it says dental. Ah, there it is. Download the direct deposit form.
[AGENT][NEUTRAL] Well, no, not the direct deposit. This is gonna be for your premium, which is electron electronic funds transfer.
[CUSTOMER][NEUTRAL] OK, I will do.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Electronic funds transfer and that you can just complete online and you can email it to the care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'd be wonderful. OK, where would I? let me get the email number, I mean email address.
[AGENT][POSITIVE] Yes, yeah, yes, yes, ma'am. Are you ready?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, it's Care Team and that is all one word. It's [PII]
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and uh since I've already put the banking information um in the um.
[CUSTOMER][NEUTRAL] Oh OK I see I have to put it again on this form alright.
[AGENT][NEUTRAL] Yeah, cause I think that you did it for direct deposit of claims.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] But when you're doing it for premium and that's fine because when we have a claim on file it would go to that bank account for the claim payment.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] But when you're paying the premium, we'll need that form.
[AGENT][NEUTRAL] To update your banking information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] I'm gonna get this billed out and just send that right back to you, OK?
[AGENT][POSITIVE] Yes, ma'am. It would be a pleasure to update that banking information for you. Ms. [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL. I hope you all have a lovely evening and stay warm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too and have a wonderful weekend. It's Friday.
[AGENT][POSITIVE] That's right. Yes, ma'am. You know what, every day is a good day. I feel, you know,
[CUSTOMER][NEUTRAL] It is, it is. I mean.
[AGENT][POSITIVE] I'm super blessed and I just, every day is a good day regardless of what comes.
[CUSTOMER][POSITIVE] That's right. Amen. Bye bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye