AccountId: 011433970860
ContactId: 3e14283d-cd97-4600-a357-f1cb8d1d3443
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289940 ms
Total Talk Time (AGENT): 77905 ms
Total Talk Time (CUSTOMER): 69441 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/3e14283d-cd97-4600-a357-f1cb8d1d3443_20250609T19:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, I have a policy with you and I just need to change the, uh, direct deposit, uh, my account number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where it gets debited.
[AGENT][NEUTRAL] Let's take a look at it. Do you have your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 709269
[AGENT][NEUTRAL] 57092669
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, just give me a second as this is coming up here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, are we just changing the account number or we changing routing and account number?
[CUSTOMER][NEUTRAL] Uh, it's just the account number. It's the same.
[CUSTOMER][NEUTRAL] Bank and everything. My uh checking account got hacked into, so I'm having to make these changes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, this is taking a minute to come up. I don't know why it's.
[CUSTOMER][POSITIVE] That's, that's fine. No problem.
[AGENT][NEUTRAL] What is the last name on the policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then if I could just verify your date of birth and then address please.
[CUSTOMER][NEUTRAL] Yes, it's [PII], and my address is [PII].
[AGENT][POSITIVE] All right, thank you so much. So let's see.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so what is the new account number, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, I'm gonna read this back just to confirm I copied everything down correctly. I have [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK. And let's see, I just wanna make sure.
[AGENT][NEUTRAL] OK, yeah, it's just this one policy, so that's been updated on that.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And do you have any other questions or concerns?
[CUSTOMER][NEUTRAL] No, I sure don't.
[AGENT][NEUTRAL] All right. Well, you should be all set on that, all right?
[CUSTOMER][POSITIVE] OK, great, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling ATL. I hope you have a nice rest of your day.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye bye.