AccountId: 011433970860
ContactId: 16ad051f-b5a8-408e-b984-7e76b6973f6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210649 ms
Total Talk Time (AGENT): 110801 ms
Total Talk Time (CUSTOMER): 54865 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/16ad051f-b5a8-408e-b984-7e76b6973f6a_20250220T17:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm needing to change the routing number on my payment automatic payment every month.
[AGENT][NEUTRAL] OK, yeah, I can update that for you or help you with updating that routing number. What was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, um, I could start using your social.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You ready?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right. And [PII] I'm just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Uh, last thing I need is the email address we've got on file for you. Uh, looks like it's [PII] [PII] or [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Could you verify that that's correct what was going?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect thank you so much for verifying that information, [PII]. OK, so we're needing to change the routing number is the account number still the same?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you tell me what routing number you have?
[AGENT][NEUTRAL] Absolutely, let's see. The routing number we've got is [PII].
[CUSTOMER][NEGATIVE] Yeah, that's incorrect.
[AGENT][NEUTRAL] OK, OK, so I'm unable to change that over the phone. What I can do, [PII], is I can email you a form that you can fill out with that correct uh updated information and you could just email that right back to us.
[CUSTOMER][POSITIVE] OK, sounds great.
[AGENT][NEUTRAL] Alrighty, OK, I'll go ahead and send that to do you want me to just send it to this uh ATT email we've got?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK, got it. I will get that sent to you um was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh, no, that's it. Thank you. Can you, can you tell me what my, can you tell me what my policy covers, what it's for?
[AGENT][POSITIVE] OK, yeah, thanks for calling A account, yes.
[AGENT][NEUTRAL] Oh yeah, let me just a moment, let me get back to that. So this is a cancer policy.
[AGENT][NEUTRAL] Give me just a moment. Let me take a look here.
[AGENT][POSITIVE] OK, and if you would like, I can also email you a copy of this policy, [PII], so that you can see um it's very um easy to read, not just a bunch of jargon, but it does go in depth as to what is and is not covered dollar amounts, frequencies, things like that.
[CUSTOMER][POSITIVE] OK, I appreciate that. Thank you.
[AGENT][POSITIVE] Of course, yeah, I'll go ahead and send both of those to you.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.