AccountId: 011433970860
ContactId: 06351f3f-ccc1-43ea-9560-3deec3d64c7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429070 ms
Total Talk Time (AGENT): 242014 ms
Total Talk Time (CUSTOMER): 162956 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/06351f3f-ccc1-43ea-9560-3deec3d64c7d_20250227T19:30_UTC.wav
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[AGENT][NEUTRAL] Good Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I have an automatic withdrawal from my bank from American Public every month. I learned yesterday that my home my home network was hacked and I've had to change my bank account, which is one, so I needed to give you the new account number from which my withdrawal will come every month.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can definitely help you with updating your information, Ms. [PII], but before we proceed, is it possible to get your callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Sure, sure, it's [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. No. Do you happen to have your policy number by chance?
[CUSTOMER][NEUTRAL] Uh, don't, I'm so sorry, um, I can't.
[AGENT][NEUTRAL] OK, that's fine. No, that's fine. I can do a name search.
[CUSTOMER][NEUTRAL] OK, or I have my social security number if that would.
[AGENT][NEUTRAL] Let me, give me just a second. I'm going to try the name search and if it doesn't, we have too many nulls, then we'll go from there. All right, bear with me.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, hopefully you won't. I don't know very really with that.
[AGENT][NEUTRAL] Yes, ma'am. It's not a common last name, but you never know.
[CUSTOMER][NEUTRAL] That's true.
[AGENT][NEUTRAL] All right, bear with me. It's moving a little bit slow.
[AGENT][NEUTRAL] And Ms. [PII], what state do you currently reside in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK. And do you know what type of policy this is? Is it dental cancer?
[CUSTOMER][NEGATIVE] It's, it's cancer, yeah, just cancer. And uh intensive care, I think, a writer.
[AGENT][NEUTRAL] Cancer. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I think I found you. So just to make sure that I have the correct information for you and also to verify you are Ms. [PII], can you verify your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] Sure birth is [PII] and Mailing is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you see that address because we, we built a new house.
[AGENT][NEUTRAL] And that
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. [PII]. You said [PII], correct?
[CUSTOMER][NEUTRAL] And you may still have my old.
[CUSTOMER][NEUTRAL] Uh-huh
[CUSTOMER][POSITIVE] That's it, yes ma'am.
[AGENT][NEUTRAL] OK. And it's zip code is [PII]?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] All right, thank you for that and that is what we have on file. Can you also verify your email address? It looks like we have your personal email on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh huh, it should be [PII].
[AGENT][POSITIVE] Thank you, and that is what we have.
[CUSTOMER][NEUTRAL] You need
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, so you stated you're wanting to change, where you needed to update your account information. Are you still with the same bank, you just changed a different account? OK. Are you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, uh huh routing number is the same.
[AGENT][NEUTRAL] OK, so can you verify your routing number just to make sure that we have everything correct and then I can take the new account after that.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, so routing is [PII].
[AGENT][NEUTRAL] That's a different routing number than what we have.
[CUSTOMER][NEUTRAL] OK, let me make sure, look again, and this is [PII] [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] It's been coming out of there for years.
[AGENT][NEUTRAL] I, OK, and what was
[AGENT][NEUTRAL] It looks like we might have not updated the name, but did it used to be Bancorp South?
[CUSTOMER][NEUTRAL] Go
[CUSTOMER][POSITIVE] Yes, it's [PII] now they bought.
[AGENT][NEUTRAL] They bought out. OK, that explains why the routing is different. Um, when they bought everything out, they changed the documents, but I guess basically you guys were grandfathered in with the accounts that you had until something like this happens and they update your routing number. Um, so what we're gonna need to do, Ms. [PII], because your routing number and your account number is all the same just for documentation purposes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] We require that you fill out another bank authorization form. I can email that to you and you can email it right back to me and we can change the account um and again it's just to make sure that documentation of the new information is given to us, um, since everything is being updated if you get that back to us before the [PII], we can change it to the new account and let it draft out of the new account start in March.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Got it. OK, here's one little problem. I am not able to print as my whole network was hacked and so I'm really having to get a different printer with a new IP address. I mean it's a big fat mess and so um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK. You don't have to print it. You can actually, if you like,
[CUSTOMER][NEUTRAL] 00 good.
[AGENT][NEUTRAL] If it's more convenient for you, you can just reply back to my email with your information and I can assure you it is it is secured it's going through secure server um just reply back and give me your account information and say please update my account as and then I can go from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yeah, great.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You bet I'll do it by tomorrow, um, you just email me and you'll have it back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. No, that email is gonna be coming from [PII]. You should have it in about 15 or 20 minutes. Um, sometimes you might want to check because it is [PII]. If it doesn't recognize the sender, it automatically puts it in the trash for you thinking it's spam, uh.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] I got you. OK.
[AGENT][POSITIVE] Yes, but just check that for me, but again, my name is [PII] and I'm in the customer service department. You'll definitely have it in a few minutes, um, surely by tomorrow when you get ready to work on it. It'll be there. Is there anything else I can help you with, Ms. [PII] before you go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, no, but thank you, thank you, [PII]. You've made this unpleasant job very pleasant. I appreciate it.
[AGENT][POSITIVE] No problem at all, Ms. No. It's been a pleasure speaking to you and I hope everything works out for you. One issue at a time. Thank you for calling APL and you have a wonderful day, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] OK, thank you very much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. OK, bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.
[AGENT][NEUTRAL] Hey, you busy?
[AGENT][NEUTRAL] How you doing?
[AGENT][NEUTRAL] Would you
[AGENT][NEUTRAL] Huh?
[AGENT][NEUTRAL] The porcelain god.