AccountId: 011433970860
ContactId: 22a2ef94-103f-46f4-90a4-4f700575af3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 690719 ms
Total Talk Time (AGENT): 304628 ms
Total Talk Time (CUSTOMER): 256015 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/22a2ef94-103f-46f4-90a4-4f700575af3f_20250521T20:36_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII]. I have a policy with American Public Life, and I need
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I need to change the uh
[CUSTOMER][NEUTRAL] Way it's drafted. I've got a new bank account. I need to speak to someone that can help me.
[AGENT][NEUTRAL] OK, Ms. [PII], so you're needing to update your bank account information that your premium is drafted from?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, yes, well, I can try and help you with this. So first off, Miss [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] This 1 [PII].
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEGATIVE] Oh, I don't have my policy. I I don't know what it is. I can't find it.
[AGENT][NEUTRAL] OK, Ms. [PII], and what is your full the policies in your name, is that correct?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, and what is your social security number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. One moment, please.
[AGENT][NEUTRAL] OK, and Ms. [PII], I will need to verify several pieces of information with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And also your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is different than the one you gave me, so what is another phone number, Ms. [PII], that we could have had on file for you?
[CUSTOMER][NEUTRAL] Well, you may have had my old phone, home phone, uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This one actually ends in [PII].
[CUSTOMER][NEGATIVE] Are you mad
[CUSTOMER][NEUTRAL] Oh, that's my husband's cell phone, and he's deceased now. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so the phone number that should be on file is your [PII], is that correct?
[CUSTOMER][POSITIVE] That, that's correct. That's my cell phone.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And then the last piece of information to verify is going to be your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, so thank you very much for verifying your information with me.
[AGENT][NEUTRAL] OK, so on your account, Ms. [PII], is, is your routing number staying the same and it's just your account number that is changing?
[CUSTOMER][NEUTRAL] Well, it's a different bank account entirely. It's in the same bank but uh.
[AGENT][NEUTRAL] OK, so I need to know though if your routing number stayed the same.
[CUSTOMER][NEUTRAL] Well, I, I don't think so it's, it's a different account.
[AGENT][NEUTRAL] Right, you can change account numbers, but that doesn't necessarily mean that your routing number changed.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, OK, this is what I, I can give you on my new account it's uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so give me just one moment, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that is the that is the same routing number that we have and if you could verify your old account number.
[AGENT][NEUTRAL] That we're going to be changing.
[CUSTOMER][NEUTRAL] I all the cat up.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Well, it was
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what is your new account number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so it should have some more numbers with it.
[AGENT][NEGATIVE] Either some zeros.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I just talked to the bank and they said if it's.
[CUSTOMER][NEUTRAL] He said if you're, if it's a check, you put [PII] at the end of it.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Are there zeros in front of that?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And how many zeros are in front of the 5?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so your account number is [PII].
[AGENT][NEUTRAL] [PII]. That's [PII], correct?
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is that a checking account?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I have gotten your account information updated, Ms. [PII].
[AGENT][NEUTRAL] And to go back over your account number one more time, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, that was [PII].
[CUSTOMER][NEUTRAL] [PII] and then [PII].
[AGENT][NEUTRAL] Yes, ma'am. That is what I have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't even, I can't find anywhere. Uh, I, I don't know exactly how much my, they're withdrawing each month. My husband was taken off and uh they took me off of
[CUSTOMER][NEUTRAL] Uh, intensive care. So I'm not sure what this withdrawal is each month. Can you tell me what it is?
[AGENT][NEUTRAL] I show that the premium is $9.10.
[AGENT][NEUTRAL] For you
[CUSTOMER][NEUTRAL] Is that all?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] That's me.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And it does not include uh intensive care, correct?
[CUSTOMER][NEUTRAL] That's why it was reduced even more.
[AGENT][POSITIVE] Yeah, that is correct.
[CUSTOMER][NEUTRAL] Because when you reach a certain age, you take it off of intensive care provider.
[AGENT][POSITIVE] Correct, yes ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] OK, well, you can go ahead and start.
[CUSTOMER][NEUTRAL] Charging that, uh.
[CUSTOMER][NEUTRAL] Whenever it's still again.
[AGENT][NEUTRAL] Yes, ma'am, your drafts, yes, ma'am, your draft is scheduled for the [PII], so that could be, you know, not, it may not occur right on the [PII], but it is scheduled for the [PII] of the month. So your next draft should come, yes, ma'am. So it should come out.
[CUSTOMER][NEUTRAL] To that new account number.
[CUSTOMER][NEUTRAL] Like [PII].
[AGENT][NEUTRAL] Of your new account, because I did update that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, Ms. [PII], do you use the internet very much?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just use it on my phone. My computer's down.
[AGENT][NEUTRAL] OK, well I, we have a portal that I was going to email you a user guide for.
[AGENT][NEUTRAL] Um, some of the functionality may be limited from your mobile device, but you still, if to try and set up your profile and that would just give you access to your information online if you think that is something you would be interested in, I'll be happy to email that to you.
[CUSTOMER][NEGATIVE] Well, I, I don't think I really need that. Why would I need it?
[AGENT][NEUTRAL] That just gives you the ability to see your information online.
[AGENT][NEUTRAL] It's all it is.
[CUSTOMER][NEUTRAL] No, that's alright.
[AGENT][POSITIVE] OK, well, that's fine as well. I just wanted to make sure that you were aware of the service and if at some point you change your mind, uh, you're welcome to call us and we'll be happy to give you that information.
[CUSTOMER][POSITIVE] All right. Well, thank you for your help very much.
[AGENT][POSITIVE] Oh, you're very welcome. Yes, ma'am. And is there anything else, Miss [PII] that I could help you with this afternoon?
[CUSTOMER][POSITIVE] I think that's all. You've been very helpful. Thank you.
[AGENT][POSITIVE] Well, you're very welcome. It was my pleasure in speaking to you and thank you again for calling APL. I hope you have a very nice evening.
[CUSTOMER][NEUTRAL] Uh, you too. Bye-bye.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And Ms. [PII], one more thing, would you like for me to give you your policy number?
[CUSTOMER][NEUTRAL] Oh yeah, I guess I need that, don't I?
[AGENT][NEUTRAL] We can look it up with your study, but if you.
[AGENT][NEUTRAL] You know, I'm gonna give you the policy number as well.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK, and your policy number is going to be 413.
[AGENT][NEUTRAL] 707. Again, that's 413707.
[CUSTOMER][NEUTRAL] Because I can't find my policy. You, you wouldn't believe the number of files we have. My husband sold insurance and I got 4 or 5 filing cabinets full of files, and I tried to find this up this policy, but I couldn't find it. So anyway, I'll write that down and keep it in a safe place.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh well.
[AGENT][NEUTRAL] Yes, ma'am. Now, I can, I can request that a copy be mailed to you and if you again, decide that you want to set up your profile online, you would have access to it online also.
[CUSTOMER][NEUTRAL] Oh, just cause, cause you must know me a duplicate copy of it.
[AGENT][POSITIVE] Yes, ma'am. I'll be happy to send that request.
[CUSTOMER][POSITIVE] OK, I appreciate that too.
[AGENT][POSITIVE] All right. Well, you're very welcome. So again, is there anything else that I can help you with?
[CUSTOMER][POSITIVE] I think it helped me a lot. Thank you very much.
[AGENT][POSITIVE] Yes, ma'am. Well, you're welcome and I hope you have a very nice evening, Ms. [PII].
[CUSTOMER][POSITIVE] And thank you so much for your help.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] All right. Bye bye.