AccountId: 011433970860
ContactId: 149f4d22-a504-4a85-9a02-f575db36f212
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 459850 ms
Total Talk Time (AGENT): 159197 ms
Total Talk Time (CUSTOMER): 261917 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/149f4d22-a504-4a85-9a02-f575db36f212_20250213T20:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, um, oh gosh, my aunt has been sick and uh the bank meanwhile has changed hands and her, uh, electronic fund transfer need to go to her new routing number at the new bank that took over.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I'm trying to get the form for her we've already talked to somebody today, but then when she sent the electronic funds transfer form through my aunt's email, um, it keeps saying, uh, unlocked document but when I try to uh create you know a password it says owner password it won't work so I don't I don't know um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That that is, is that probably her uh.
[CUSTOMER][NEUTRAL] Email doing that?
[AGENT][NEUTRAL] Um, any attachment you have, if it, if there's password protected, it won't come through because it's showing as sensitive. Um, only other way is if you can somehow unlock it, I don't know how to, but you can fax it to us.
[CUSTOMER][NEUTRAL] Yes, OK, well I'm gonna, um, I think I did send the form to me so I think I can, um, I have a fax machine at home but I'm not at my house so I think I could fax it to you.
[AGENT][NEUTRAL] Or fax it to our customer service.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, but, uh, she doesn't have, um.
[CUSTOMER][NEUTRAL] Her, she can't find her policy and she's really been sick so I don't know if you can give that out if she gives you permission or uh but will I, will I need to put that on that form?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is she there with you?
[CUSTOMER][POSITIVE] Yes, she's right here.
[AGENT][NEUTRAL] OK. What's her name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And does she spell [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And your name is, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see, give me one moment.
[AGENT][NEUTRAL] OK, yes, if I can speak to Ms. [PII], please.
[CUSTOMER][NEUTRAL] OK, she's right here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, ma'am. Is this Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, verify your date of birth for me, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That is so funny. My mom's name is [PII]. She has the same date of birth.
[AGENT][NEGATIVE] Sorry, no.
[CUSTOMER][NEGATIVE] You are kidding.
[CUSTOMER][NEUTRAL] Maybe I am your mother.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Unless you're a black lady from [PII], no, ma'am.
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] I'm sorry, we're we're just tired. [PII]'s worked her bones out trying to fix this for me and we can't get it done.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] I understand. And Ms. [PII], verify your mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] My uh mailing address is um.
[CUSTOMER][NEUTRAL] I have to look at it [PII].
[AGENT][NEUTRAL] OK. And your email address?
[CUSTOMER][NEUTRAL] My email address is I don't know it right now it's what is it?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] uh hang on we'll look I I just don't ever use it very often.
[AGENT][NEUTRAL] But I understand.
[AGENT][POSITIVE] It's so funny.
[AGENT][NEUTRAL] Same date of birth. Well, no, never mind, that's not the same date of birth. It's close.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Doesn't have it on here.
[CUSTOMER][NEUTRAL] I think it's [PII] it was [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Something like that, let's see.
[AGENT][NEUTRAL] OK. Are you giving us permission to speak to Ms. uh, [PII] about your policy?
[CUSTOMER][NEUTRAL] Daddy
[CUSTOMER][NEUTRAL] Uh huh OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, thank you, Ms. [PII]. I'll just put that in note that you let us speak with her today.
[CUSTOMER][NEUTRAL] OK, I'm back. All right.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] All right. And you know when you're ready, I can give you that policy number.
[CUSTOMER][NEUTRAL] Oh, but
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm writing it down.
[AGENT][NEUTRAL] OK, it's 1767827.
[CUSTOMER][NEUTRAL] 1767827 and is that all uh I can't rem I don't have that form in front of me it's on is there anything else I'll need for that?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Um, not that I can think of. And this is on the electronic funds transfer form?
[CUSTOMER][NEUTRAL] Yes, yeah, yeah, the bank is not honoring the old routing number after today and she said, yeah, so you know she's been in and out of the hospital and uh so anyway uh.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] So, uh, uh, we're just trying to get this done and I, I asked the girl that I talked to this morning if she would mail us a form and just in case I couldn't get into her email because it's been so long and um I could get in it but then this kept popping up I didn't know how to I've never done that on any of my I guess I don't have it password protected.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] There's some, I'm trying to think cause um there's some, some documents you may receive and wherever you got it from could have it as protected or you just have something automatically on your computer or any attachments is gonna have it protected, which is a good thing, but we can't look at it.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Oh, I get it yeah yeah but it's like, uh, it's not convenient for us right now. She's really worried about this. She's worried about the policy lapsing, but I think it's OK since I've been letting it go through, so I think we can get it done in time.
[AGENT][NEUTRAL] But yes, ma'am.
[AGENT][NEUTRAL] OK, um, and when you're ready, I can give you the fax number to our uh customer service.
[CUSTOMER][POSITIVE] Oh, that's great, yeah, fax number.
[AGENT][NEUTRAL] OK. It's [PII].
[AGENT][NEUTRAL] 807.
[AGENT][NEUTRAL] 0911.
[CUSTOMER][NEUTRAL] [PII] and should I make it to anybody's attention or?
[AGENT][NEUTRAL] Uh, just customer service department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] All righty. I think that's it.
[AGENT][NEUTRAL] Oh right.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I think after if we don't get it this time I'm just gonna wait on the mail.
[AGENT][POSITIVE] Oh, that would take a minute. Yeah. I hope we get quicker then. You're welcome. I hope Ms. [PII] feels better.
[CUSTOMER][POSITIVE] Snail mail, so, yeah. All right. Thank you so much.
[CUSTOMER][POSITIVE] Oh, thank you. Bye-bye.
[AGENT][POSITIVE] All right. You have a great day, Ms. [PII]. Bye.
[CUSTOMER][POSITIVE] Oh, thank you.