AccountId: 011433970860
ContactId: 2fe8262e-6eec-4006-84d5-7ac8e6c84d45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 486880 ms
Total Talk Time (AGENT): 283331 ms
Total Talk Time (CUSTOMER): 161281 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/2fe8262e-6eec-4006-84d5-7ac8e6c84d45_20250312T17:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII], uh, I have a cancer policy. Um, I don't know my policy number right now, uh, that I got when I was working with the state of Alabama. I need to change my address on this policy and change the bank account from which it's withdrawn.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, Missy, so you're needing to update your address and also the bank account. Is that correct?
[CUSTOMER][POSITIVE] But the bank draft, yes, that's correct.
[AGENT][POSITIVE] OK, so yes, ma'am, I can help you with part of this. And what is your good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And you said you do not have your policy number, is that correct?
[CUSTOMER][NEUTRAL] No, it's, no, I don't. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, who is the primary policy holder?
[CUSTOMER][NEUTRAL] Me
[AGENT][NEUTRAL] OK. And what is your full social?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you, Miss [PII]. Give me a couple of moments please to locate your information. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] No, you're welcome.
[AGENT][NEUTRAL] OK, Miss, I will have to verify several things with you first for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then also your home mailing address, please.
[CUSTOMER][NEUTRAL] At that time, it was [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And we'll come back to that in just a moment. So the phone number that we have on file is also different than the one you gave me. What is another phone number that we could have had?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It could have been [PII].
[AGENT][NEUTRAL] OK. And is that no longer valid either?
[CUSTOMER][NEUTRAL] That's not, yeah, that was a landline.
[AGENT][NEUTRAL] OK, so the phone number [PII] should be the only phone number on file for you now?
[CUSTOMER][POSITIVE] That's correct. That's correct.
[AGENT][NEUTRAL] All right, just one moment.
[AGENT][NEUTRAL] OK. And then what is your new address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry. What, what, is that the city?
[CUSTOMER][NEUTRAL] [PII], yeah, no, it's [PII] but this is the name of the street, [PII].
[AGENT][NEUTRAL] [PII]. I'm so sorry, I just misunderstood. OK. Uh yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah. Uh it's [PII].
[AGENT][NEUTRAL] Uh-huh. Two words.
[CUSTOMER][NEUTRAL] And it's in [PII].
[AGENT][NEUTRAL] Is [PII] two words? Well, one of [PII], two words, OK.
[CUSTOMER][NEUTRAL] It was, it's 3 words.
[CUSTOMER][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] All right, [PII], and your zip code?
[CUSTOMER][NEUTRAL] And that's and it's [PII].
[AGENT][NEUTRAL] I'm gonna repeat this back to you. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, thank you. And do you have an email address, Ms. [PII]? I can see that we do not have an email on file for you. OK, what email is?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] OK. It's kind of lengthy. It's a.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, wait just a minute. I, OK, [PII] and
[CUSTOMER][NEUTRAL] [PII], yeah, [PII]
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, thank you. So I have gotten your address updated, so give me just a couple of moments to look at a couple of things, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now as far as your banking information, did your routing number change also or is it just the account of everything? OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, every
[CUSTOMER][NEUTRAL] Everything changed. Yes.
[AGENT][NEUTRAL] OK, so let's see one.
[CUSTOMER][NEUTRAL] The accounts in my name.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Now what I can do is I can because your routing number and the account number have changed, you will have to complete a new form now I will be happy to email you the form if you would like and then you can complete it and then you can send it back um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that would be fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To the same email that you're going to receive it from, which is gonna be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And again, you can return that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Back to that same email once you have completed it.
[CUSTOMER][NEUTRAL] OK, I'll do that.
[AGENT][NEUTRAL] OK, so if you will give me just a few minutes, Ms. [PII], I will send that to you again. It will come from [PII] and then because we didn't have an email on file, I know you have not done this, but we have a portal now you can't change your information in it, but it does give you access to your policy information online and it's called the online service center so I can also include.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] That user guide in addition to your bank draft authorization form if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that'd be great. That'd be great. And one more thing, we, the beneficiary is still [PII].
[AGENT][NEUTRAL] OK. Well, yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] Oh, he's, is that correct?
[AGENT][NEUTRAL] Now, I am not showing on what I can see that there is a beneficiary listed.
[CUSTOMER][NEUTRAL] OK, I need to add a beneficiary to that, please.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] But I don't have her informa. You're gonna need her social and all that. Can you send me some information on that? OK.
[AGENT][NEUTRAL] Yes, ma'am. Then that will, yeah, yes, ma'am, because that will also have, that will have to be notarized as well before that can, you know, you can return that to us. But I can include uh the benefici let me look up just to make sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so.
[AGENT][POSITIVE] Yes, I actually do see her listed as the beneficiary.
[CUSTOMER][NEUTRAL] OK. OK. All right, that's fine then. OK.
[AGENT][NEUTRAL] Yes, ma'am, but it's just not plugged into the system, but I do see that uh she's listed on your application.
[AGENT][NEUTRAL] When you, that it does show her name, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Well, thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] Well, you're certainly very welcome. Is there anything else that I can help you with?
[CUSTOMER][POSITIVE] I think that'll do it.
[AGENT][NEUTRAL] OK, Ms. [PII], well, just give me a few minutes and then you should have that email. I don't think it will go to your junk or spam folder, but I would say if you haven't received that in about 10 to 15 minutes to check that to make sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I will. Thank you. Uh-huh. Bye-bye.
[AGENT][POSITIVE] Well, you're welcome and thank you again for calling APL. I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye