AccountId: 011433970860
ContactId: 1515ee51-21af-4276-87b3-77105e3a7a05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161820 ms
Total Talk Time (AGENT): 65452 ms
Total Talk Time (CUSTOMER): 72441 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/1515ee51-21af-4276-87b3-77105e3a7a05_20250228T15:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling. How are you?
[AGENT][NEUTRAL] I'm doing fine, [PII]. How are you doing?
[CUSTOMER][NEUTRAL] Um, the reason why I am calling is, I, um, I, I have, I filled out the deposit, direct deposit authorization and the electronic funds transfer form that I changed banks. So my question to you is, do I fax it to the top of the number on the top [PII]?
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Let me check for you real quick um can you give me your policy number, sir?
[CUSTOMER][NEUTRAL] 450719.
[AGENT][NEUTRAL] OK let me look up your policy real quick.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] The address is [PII]. My date of birth is [PII]. My email address is [PII] and my phone number is [PII].
[AGENT][NEUTRAL] Yes sir.
[AGENT][POSITIVE] Thank you I appreciate you verifying your policy for me, and if we get disconnected this phone number that you just gave me is a good one to call you back on?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, yes sir, the fax number that you're gonna send that, um, direct deposit authorization and bank draft authorization to is [PII].
[CUSTOMER][NEUTRAL] Alright, on both of them, right?
[CUSTOMER][POSITIVE] Alright, I'll send them over to you. I'll I'll send them over to you right now.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Alright, and how long would this take effect?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How long would it take you to make the change though?
[AGENT][NEUTRAL] Uh, you need to get it through.
[AGENT][NEUTRAL] You'll need to it for business day.
[CUSTOMER][NEGATIVE] You're breaking, you're break
[CUSTOMER][NEGATIVE] You're breaking up.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Oh, I'm sorry. 3 to 7 business.
[CUSTOMER][POSITIVE] All right, thank you, bye.
[AGENT][POSITIVE] You're welcome [PII] bye bye but good weekend thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye bye.