AccountId: 011433970860
ContactId: 3f76b1d1-0bbc-4c8f-8bf2-5d9f23228516
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345079 ms
Total Talk Time (AGENT): 165464 ms
Total Talk Time (CUSTOMER): 107555 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/3f76b1d1-0bbc-4c8f-8bf2-5d9f23228516_20250516T19:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, hey, [PII], uh, do you know if memory is available?
[AGENT][NEUTRAL] I can check for you ma'am. Can I get your name and your callback number just in case the call is dropped.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, OK, Miss [PII], what is your callback number just in case the calls dropped I'll be able to call you back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Miss [PII], is she expecting your call?
[CUSTOMER][NEUTRAL] Uh, uh, she had sent me an email to redo my bank draft, and I had a question regarding that.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I may be able to help you, Miss [PII]. Can you please give me your policy number?
[CUSTOMER][NEUTRAL] Um, yes, it's none.
[CUSTOMER][NEUTRAL] A as in apple 0110999
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[AGENT][NEUTRAL] OK, Miss [PII], can you please uh verify your date of birth for me, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and I'll also need you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] You name uh address.
[AGENT][NEUTRAL] Your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my email address is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you Miss [PII] I appreciate you verifying that information. I do show that the phone number that you gave me to call you back on is that your cell phone number?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, all right, what questions did you have about the um bank authorization form?
[CUSTOMER][NEUTRAL] OK, uh, so the bank account that I'm using is going to be my business account, so I didn't know if I should put the name of my business.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, business name on my account or if I should put my name.
[AGENT][NEUTRAL] No, you would put your name because you're going to be um paying for your policy.
[AGENT][NEUTRAL] So you would put your name so it matches your policy.
[AGENT][NEUTRAL] Also I wanted to give you your policy your new policy number. The one that you gave me was um a very old one and they've been uh we've got new numbers for them now would do you have a pen and paper handy and I can give you your policy number so you could put put that on that bank authorization form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, because I've already put the other one on there.
[AGENT][NEUTRAL] That's fine. Both of the, if you, if you want to put both, that's fine. They could still look it up with the old one that I, that you gave me just the same way I did. I just wanted you to make sure you had the, the new one also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, give me the new one.
[AGENT][NEUTRAL] Uh it's
[AGENT][NEUTRAL] It's 79352.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any reason they changed the policy numbers?
[AGENT][NEUTRAL] Back a long time ago we got new software system that we use and when the new software system came into play then it changed the policy numbers but we left it so that you could still refer back to your original also.
[AGENT][NEUTRAL] OK and then um.
[CUSTOMER][NEUTRAL] But that doesn't change anything else, right.
[AGENT][NEGATIVE] No, ma'am. It absolutely does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, uh, you don't think that I should put the name of the account?
[CUSTOMER][NEUTRAL] On my bank draft.
[AGENT][NEUTRAL] Well, the way that we put it into the computer system when we put your transit number and then your account number in and it automatically pulls up the bank that your routing number is assigned to and you want that to do that.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] For the bank.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's it's actually going to go by the account and routing number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] All right well thank you.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] All right, well
[AGENT][POSITIVE] You have a blessed weekend and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.