AccountId: 011433970860
ContactId: 26d8c5da-98cb-4ad2-bb2e-485dfdfda12e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 567659 ms
Total Talk Time (AGENT): 143767 ms
Total Talk Time (CUSTOMER): 225758 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/26d8c5da-98cb-4ad2-bb2e-485dfdfda12e_20250512T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. I had, uh, we're, we're fixing to change, uh, checking accounts, and I've got it on automatic draft and I mailed in my information last week and I was just wanting to see if y'all got it before I go close out my checking account.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII]. And what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] OK, I've got, uh, I think it's like 4 of them on here. One of them is 435-936.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] The guy we talked to last week, he, uh, we had to fill out some papers and send back everything.
[AGENT][NEUTRAL] OK, and so, uh, you said that you had 4 products with us or 2 actually.
[CUSTOMER][NEUTRAL] I do it
[CUSTOMER][NEUTRAL] OK, I thought it was 4 it's myself, my wife, and my two daughters.
[AGENT][NEUTRAL] OK, what are the other policy numbers you have?
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] One of them is 435-933.
[AGENT][NEUTRAL] 435-933 uh-huh.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] 4,359,300.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK, so under your name I'm showing the [PII].
[AGENT][NEUTRAL] And a number of [PII].
[AGENT][NEUTRAL] And you're you're trying to confirm the receipt. Did you say it the direct deposit or that it's set up on direct deposit?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Right, right, is it, yes, and, uh, but now it's been set up on direct deposit at Renaissance, and we're changing it to another bank, and I'm just wanting to make sure before we go close out this account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um, under the [PII], who is the policyholder on that one?
[CUSTOMER][NEUTRAL] I think it's gonna be my wife [PII]
[AGENT][NEUTRAL] So, so you're, you're not on that policy, right?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Am I on that policy or you on that policy of [PII]'s?
[CUSTOMER][NEUTRAL] OK, I think she does.
[CUSTOMER][NEUTRAL] Big amount
[CUSTOMER][NEUTRAL] But I mean we it's all coming out of.
[AGENT][NEUTRAL] It looks like [PII] is the
[AGENT][NEUTRAL] You know, [PII] is the owner and the beneficiary, so it's actually for [PII].
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Right, and, and so that was something else we was trying to change was the uh.
[CUSTOMER][NEUTRAL] Amend the
[CUSTOMER][NEUTRAL] Uh, uh, did we try to amend the beneficiary? No, not yet. OK, alright, alright, you're right, [PII]'s the owner and the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We don't have the policy dug out this morning.
[CUSTOMER][NEUTRAL] We're just calling to see if you got the information yet more or less.
[AGENT][NEUTRAL] OK, I'm not showing I'm set up on direct deposit though.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] So did you send in the direct deposit form?
[CUSTOMER][NEUTRAL] We did.
[AGENT][NEUTRAL] When was it sent and how was it submitted?
[CUSTOMER][NEUTRAL] Last week it through the mail.
[AGENT][NEUTRAL] OK, because I'm not showing it, uh, set up on direct deposit at this time. Was it?
[CUSTOMER][NEUTRAL] OK, now direct deposit withdrawals what we're talking about we wanna pay our bill through the bank.
[AGENT][NEUTRAL] OK, so have them deduct it from your, your checking or savings? OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Right, uh-huh.
[AGENT][NEUTRAL] All right, so not, OK, got it.
[CUSTOMER][POSITIVE] Yeah we're we're just trying to make sure y'all get paid each month on time and without a skip in it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you verify the routing number and the checking account number?
[CUSTOMER][NEUTRAL] Um, give me just a second, let me get it.
[AGENT][NEUTRAL] And the premiums all for for each of these policies is coming out of the same account?
[CUSTOMER][NEUTRAL] Right, it, it will be.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just like.
[CUSTOMER][NEUTRAL] Right now it is uh.
[CUSTOMER][NEUTRAL] The routing number is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The account is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I'm still, I'm showing a different one, so this must be the previous information, OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, must be, OK.
[CUSTOMER][NEUTRAL] We couldn't do it over the phone so he had said that we gonna have to mail it in and
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Trying to figure out how long to wait before we close this account out, you know.
[AGENT][NEUTRAL] Tell me, what's your date of birth and your complete mailing address?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK, and the phone number you gave me is [PII]?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] The number on file is [PII]. Is that a landline?
[CUSTOMER][NEUTRAL] That was a landline but we don't have it any longer.
[AGENT][NEUTRAL] OK. Do you want me to update your phone number to the one you gave me?
[CUSTOMER][NEUTRAL] Right, I do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] A few more minutes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what day did you, uh, mail it to us? Was it near the end of the week?
[CUSTOMER][NEUTRAL] Mm, no, ma'am. I think it was near the front of the week like Monday or Tuesday.
[AGENT][NEUTRAL] Because I don't show that it's updated, I would allow some more time.
[CUSTOMER][NEUTRAL] Like that.
[AGENT][NEUTRAL] Uh, for us to receive it and then get it changed in.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Would anybody
[CUSTOMER][NEUTRAL] OK, would anybody give me a call or text to let me know it's been updated so then we can close it out?
[AGENT][NEUTRAL] Um, we
[CUSTOMER][NEGATIVE] Because like I say I don't want, I don't wanna have a skip in my.
[CUSTOMER][NEUTRAL] You know, in the payment for you.
[AGENT][POSITIVE] Yeah, I totally understand that.
[AGENT][NEUTRAL] Yeah, I can check to make sure that when it's received to give you a call back to let you know that the correct direct deposit information has been.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, updated.
[CUSTOMER][POSITIVE] OK, that sounds great.
[CUSTOMER][POSITIVE] Sure does. Alright, well I, I appreciate it.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] All [PII]. Any other questions I can help out with you today for you today?
[CUSTOMER][POSITIVE] No, I believe, I believe that'll do it. I sure do thank you.
[AGENT][POSITIVE] OK, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.