AccountId: 011433970860
ContactId: 1f980a60-81fa-474a-88c7-b48d4add8887
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344799 ms
Total Talk Time (AGENT): 152619 ms
Total Talk Time (CUSTOMER): 195005 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/1f980a60-81fa-474a-88c7-b48d4add8887_20250320T18:54_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to check on uh our auto pay from our bank account. I had changed banks. I just wanna make sure it was done.
[AGENT][NEUTRAL] All right, I can help you with that. Do you have your policy number available?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do. It's.
[CUSTOMER][NEUTRAL] Excuse me, 723-223.
[AGENT][NEUTRAL] And do you mind verifying your name and date of birth?
[CUSTOMER][NEUTRAL] Sure, [PII] [PII].
[AGENT][NEUTRAL] And your current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now, did you, did you have, uh, damage from all the storms?
[CUSTOMER][NEUTRAL] It was about 20 miles east of us at [PII]. I'm down in Summit in [PII] area. It was, yeah. Oh really? 00, OK. Well, who are you related to down here?
[AGENT][NEGATIVE] Uh, [PII] was horrible. Yeah, it said, um, my family's from down there.
[AGENT][NEUTRAL] McComb and Summit, yeah.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Uh, the brewers, there were 9 children, brewers.
[CUSTOMER][NEUTRAL] Oh, do you know [PII] and [PII]?
[AGENT][NEUTRAL] I don't know them now. I have been away from that area for a long time, but um they lived out toward the friendship community in [PII], grew up out there.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK. Yeah, and my mother was from there.
[AGENT][NEUTRAL] And then my.
[AGENT][NEUTRAL] Oh, was she?
[CUSTOMER][NEUTRAL] It's a, it's a small world.
[AGENT][POSITIVE] It's such a small world. I love it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And uh yeah, and then my uncle went to [PII] and had Old Brook tire store.
[CUSTOMER][POSITIVE] OK, cool.
[AGENT][NEUTRAL] In [PII], yeah, they are, they're all around there.
[CUSTOMER][NEUTRAL] Yeah, I lived in [PII] for a little while years ago so yeah.
[AGENT][POSITIVE] That's awesome.
[AGENT][NEUTRAL] Oh, let's see, Ms. [PII]. I am checking on this. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It is, it is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, so.
[AGENT][NEUTRAL] And my mom's family was down from down there as well. They were walkers and guide bols.
[CUSTOMER][NEUTRAL] Oh, OK. Well, I was a boy and one ladies to Donnaway's and [PII]'s and, and uh my husband's the con, he's from [PII].
[AGENT][NEUTRAL] From the
[AGENT][NEUTRAL] I bet you anything they all know. I, I bet y'all know, I mean, you know, somebody knows somebody somewhere, don't they?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Exactly, exactly, yeah, that's right.
[AGENT][NEUTRAL] Let's see now, is [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You, you want to verify the last four of the bank account?
[CUSTOMER][NEUTRAL] Uh yes, uh, it should be coming out of the new one. It's [PII].
[AGENT][NEUTRAL] Now all I can do is verify that that is the account we have on file.
[CUSTOMER][POSITIVE] Oh good, OK, well that's what I wanna know we're we're gonna close our old account, but I wanted to make sure everything was already transferred and uh you know, um, before I close that one we opened this new one, so this is the new one, so that's perfect because I have that that should start coming out on the [PII] of every month.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm looking for that date. Hang on just a second.
[AGENT][NEUTRAL] It looks like around the first.
[AGENT][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] Oh really? OK.
[CUSTOMER][POSITIVE] That's OK if it's the first. I mean, as long as it comes out of bank plus we're good because we changed banks.
[AGENT][NEUTRAL] Now that is not the bank name. Now, if we need to, um, if, is Mr. [PII] available since he's the policyholder and I.
[CUSTOMER][NEUTRAL] Uh, he's actually in town, but now do you still have it under First Bank?
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, well, that's a different routing number.
[CUSTOMER][NEUTRAL] And a different and the the last four digits of that account is [PII].
[CUSTOMER][NEUTRAL] At First Bank.
[AGENT][NEUTRAL] OK, so what I would suggest.
[CUSTOMER][NEUTRAL] And the last four digits, uh-huh.
[AGENT][NEUTRAL] Is when Mr. [PII] gets back, and we're open till [PII], is possibly call back and speak to someone in our customer service department just to verify that we do have the correct information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, cause if it's
[AGENT][NEUTRAL] And since he's the policy holder, he would be the one needing to call, you know, to verify that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, hm, well, I hope it's corrected, um, from the different banks.
[AGENT][NEUTRAL] I mean,
[AGENT][NEUTRAL] Yeah, and.
[CUSTOMER][NEUTRAL] Because that is, that's the last four digits and we send all the paperwork in.
[AGENT][NEUTRAL] And they'll be able to verify that. Well, it's just better to just call back and check, make sure we've got everything correct.
[CUSTOMER][NEUTRAL] Uh, you know, by the mail.
[CUSTOMER][NEUTRAL] OK, I'll get in yourself.
[CUSTOMER][NEUTRAL] OK, that's what we'll do then. I just wanna, like I said, we wanna make sure because we're, we're gonna delete the old account and go to the new bank, so, uh, I'm gonna leave it open until we know everything's done, but I'll get him to call whenever he gets home we'll call back.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And um and find out, so I'll leave this out and give him when he comes. Thank you so much. All right.
[AGENT][POSITIVE] All right. My pleasure to talk to you today, Ms. [PII]. Thank you for calling APL. You have a great afternoon.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] You too take care bye bye.
[AGENT][NEUTRAL] Bye-bye. You too. Bye-bye.