AccountId: 011433970860
ContactId: 2f9e3b1d-a862-45b6-9a89-f8280b9af902
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 489720 ms
Total Talk Time (AGENT): 124964 ms
Total Talk Time (CUSTOMER): 179868 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/2f9e3b1d-a862-45b6-9a89-f8280b9af902_20250228T22:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi sorry, uh, I'm [PII], and I need to see about, uh, we're changing banks and we have an autopay set up with you and I need to get it to our new bank.
[AGENT][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK, Ms. [PII], um, can I please get your policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure 723-223.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK and then what is your address, phone number and email address?
[CUSTOMER][NEUTRAL] OK, [PII]. What else do you need?
[AGENT][NEUTRAL] Your email address and your phone number, please.
[CUSTOMER][NEUTRAL] Email, OK, alright, uh, email is [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] OK, thank you. And is [PII] there for me to get the consent to be able to make changes to his policy?
[CUSTOMER][NEUTRAL] Yeah, he's outside. Let me open the door. Hang on one second.
[AGENT][POSITIVE] Yes, ma'am. Thank you, Ms. [PII].
[CUSTOMER][POSITIVE] OK. I appreciate you getting me fixed up this afternoon.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Let me find it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think he's outside.
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] He might have went inside and I might have missed him. I don't see it out here. Let me check inside.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, here he is.
[CUSTOMER][NEUTRAL] Uh, tell the, uh, cancer policy lady that it's OK we're changing our bank account. Yes, this is, uh, [PII]. We're, we're changing our, our banks.
[AGENT][NEUTRAL] OK, Mr. [PII], um, I just need a verbal consent to be able to let [PII] do that for you.
[CUSTOMER][NEUTRAL] Account
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, that's fine. She's my wife.
[AGENT][POSITIVE] Yes, sir. Thank you so much.
[CUSTOMER][POSITIVE] Alright, thank you. I will hold on one second.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh yes, sir.
[CUSTOMER][NEUTRAL] Uh, hang on, let me get something here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] That's what I put. I use that. OK, let me go back in here now and I give you the routing numbers and stuff.
[AGENT][NEUTRAL] OK, is the, is the routing number going to change?
[CUSTOMER][NEUTRAL] Yes, it's uh I'm we're going from from First Bank to bank plus.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, if the routing number is changing then I have to send a bank authorization form to your email address and you guys can fill out the bank authorization form and just email it back.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh good. OK, we can certainly do that.
[AGENT][NEUTRAL] OK, and then, and then we'll get it taken care of for you. um, now the email address that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] We're gonna, we're gonna leave it, oh go ahead.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The email address I had was [PII] a [PII] though. Do you guys still?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Oh no, that's an old, old, old one. Yeah, that doesn't exist anymore. They closed that company and uh so we're [PII] now. It's [PII].
[AGENT][NEUTRAL] OK, so it was
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the number 2, OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let me get that corrected.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I just need to double check it, make sure it's stuck. Sometimes they don't stick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I understand.
[AGENT][NEUTRAL] OK, let me check it.
[AGENT][POSITIVE] Yes, it's stuck, yay, OK, so I'm gonna send this to you while we're on the phone together.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's gonna be just a second while I work up this email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'm not ignoring you. I'm just getting everything together for you, ma'am.
[CUSTOMER][POSITIVE] No, no, that's, that's perfectly fine. I'm opening my email so it can come through.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. I'm sending that to you now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, should come in. I'll refresh it. Yeah.
[AGENT][NEUTRAL] Yes ma'am, it might take a second for it to get there.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, care team at American Public.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Good deal. Well, we will.
[AGENT][POSITIVE] All right, I'm glad you got it.
[CUSTOMER][NEUTRAL] Yeah, we'll print it out and then we'll mail it or I can email it back to you or how how do you want it?
[AGENT][POSITIVE] Yes ma'am, you can email it right back to us.
[CUSTOMER][POSITIVE] OK, good deal. Thank you so much.
[AGENT][POSITIVE] You're very well I hope you guys have a wonderful weekend and we certainly appreciate you calling APL today.
[CUSTOMER][POSITIVE] Thank you and you have a good one too.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] All right bye bye.