AccountId: 011433970860
ContactId: 10c65d12-e22c-444e-b349-134fb4e8467a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421799 ms
Total Talk Time (AGENT): 137142 ms
Total Talk Time (CUSTOMER): 202728 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/10c65d12-e22c-444e-b349-134fb4e8467a_20250219T22:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII] and I have a cancer and accident policy with you all.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I I need to change the address. I need to change where the auto debit is coming from.
[CUSTOMER][NEUTRAL] Actually may spread outwards after injection causing anesthesia.
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] I do not have that with me. It is in fishing and I am in Stillwater.
[AGENT][NEUTRAL] Uh, give me one moment. And what's your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Also no condition they allowed so.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK, see.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] And you say you're wanting to change your address and the banking information for your draft?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and verify your date of birth for me and email address.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Email is [PII].
[AGENT][NEUTRAL] Oh, give me one more time because I don't show we have an email. [PII].
[CUSTOMER][NEUTRAL] Austin T, uh-huh last name first initial.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At SBC Global.
[AGENT][NEUTRAL] See Global.
[CUSTOMER][NEUTRAL] Dot net.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have a good callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] For
[AGENT][POSITIVE] OK, thank you so much. And um what was the previous mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, that was.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] If you had the home address, it was [PII].
[CUSTOMER][NEGATIVE] But it should have been the PO box.
[AGENT][NEUTRAL] Yeah, I see a different address in [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] No, ma'am. It's a different address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] It looks like it's in [PII].
[CUSTOMER][NEUTRAL] Oh, OK, yeah, that's, that's where I am now.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] So that's what it needs to be is [PII].
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that is the address we have on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And as far as the bank draft, is it a a different?
[CUSTOMER][NEUTRAL] Yes, it's a different, yes, it's a, it's a different bank and different different account number.
[AGENT][NEUTRAL] Bank or just? OK.
[AGENT][NEUTRAL] OK, let me see. You may have to get a form. Give me one moment.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] beyond the boundaries the way that no other president has done what the reports have not only declined to challenge the independence.
[CUSTOMER][NEGATIVE] avoid
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, you will need to fill out a new bank draft form, and I can email that to you and you can email it back to our. Let me see if I can get that form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK, give me half a moment to make sure I can get that form.
[AGENT][NEUTRAL] Oh, come on computer.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] about.
[CUSTOMER][NEUTRAL] That's why I.
[CUSTOMER][NEUTRAL] Of.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And I apologize, my computer has froze on me. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Fly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] 4 and 10 points.
[CUSTOMER][NEUTRAL] we're not very similar conversations.
[CUSTOMER][NEUTRAL] She was.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] so much.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Before, but now like now.
[CUSTOMER][NEUTRAL] Things so that that seems to be a flashing yellow light politically um.
[AGENT][NEUTRAL] I apologize. I'm trying to find the form, but I'll have it emailed to you. Do you want to email to the um.
[CUSTOMER][NEUTRAL] If you.
[CUSTOMER][NEUTRAL] That's not.
[AGENT][NEUTRAL] Email address you've verified then.
[CUSTOMER][NEGATIVE] Yes, yes, the waste at SBC Global, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna find this form and I'll have it emailed over to you. Uh, you just need to fill out that form and you can email it back to our care team at [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Thank you. Uh-huh.
[CUSTOMER][NEGATIVE] No, I don't get it.
[AGENT][POSITIVE] Awesome. So thank you for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am