AccountId: 011433970860
ContactId: 41e46f41-b168-44c0-8333-1fd2f8af0d0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280040 ms
Total Talk Time (AGENT): 91937 ms
Total Talk Time (CUSTOMER): 138256 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/41e46f41-b168-44c0-8333-1fd2f8af0d0c_20250527T15:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling ATL.
[CUSTOMER][NEUTRAL] Um, yes ma'am, I was just on the phone with [PII] and I got disconnected for some reason, um.
[CUSTOMER][NEUTRAL] This is [PII] and I'm with BOM Bank, and we have recently been bought out from American State Bank, which was where I think one of yours, our mutual customers was being drafted on his bank account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so the routing number I think they're in arrears at this point so we need to see if we can get the routing number changed so that we can get that done and it's under a [PII].
[CUSTOMER][NEUTRAL] And I have her husband here with me this morning and if my phone hangs up I'm sorry it just does that on its own.
[AGENT][NEUTRAL] OK, not a problem, [PII]. Let's get this looked at. One second.
[CUSTOMER][NEGATIVE] It's a problem with me. I wish you wouldn't do it.
[AGENT][NEUTRAL] No, not a worries. Let's see, so we just need to change the routing number.
[AGENT][NEUTRAL] OK, do we have an email for the insured, um, because what we'll need to do is they need to fill out a new bank draft form and then email, fax it or mail it back to us.
[CUSTOMER][NEUTRAL] OK, do we have.
[CUSTOMER][NEUTRAL] OK, uh, that they owe a bill it shows I've got a letter here from APL right now that says um your premium was returned by your bank marked account sold, so that's actually what it means is it was going to a different bank. um is there any way that we can get caught up on that payment today?
[AGENT][NEUTRAL] Um, yeah, I can give a call over to somebody in billing. They can take the payment over the phone.
[CUSTOMER][NEUTRAL] Um, yeah,
[CUSTOMER][NEUTRAL] OK, can, um, you mail him papers to fill out and get signed and sent back to you for the automatic draft?
[AGENT][NEUTRAL] Mhm, yeah, we can mail them. I'll need the policy number to start with.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, the number is 01767827.
[CUSTOMER][NEUTRAL] And the letter was mailed to his wife and she's going into dementia.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So who would you need to talk to if he needed to find out some information about who's on the policy and stuff?
[AGENT][NEUTRAL] So we'll just need to speak with him um in regards to like taking the payment and confirmation on the account if I can speak with him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, he's on the speaker?
[AGENT][NEUTRAL] So I just need you to please verify your name, date of birth, and address.
[CUSTOMER][NEUTRAL] your name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 854 CR 3169
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. Thank you so much.
[CUSTOMER][NEUTRAL] Well can you take.
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] All right. So, on the policy, it looks like the coverage, um, Mr. [PII] is for you and Buddy.
[CUSTOMER][NEUTRAL] It looks like the coverage.
[CUSTOMER][NEUTRAL] Mr. [PII] is for
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I can put in the request to have the documentation mailed out to you today for the bank draft form. As far as the payment, I'll need to get somebody over in billing to take that from um they'll take the payment as far as to get you caught up on everything.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] As far as the payment.
[AGENT][NEUTRAL] Were there any other questions on the policy?
[CUSTOMER][NEUTRAL] That'll keep it.
[CUSTOMER][NEUTRAL] He wanted he asked how much you need to ask again.
[CUSTOMER][NEUTRAL] Yes ma'am, how much is this policy for?
[CUSTOMER][NEUTRAL] So she didn't know, my wife didn't know.
[AGENT][NEUTRAL] You mean as far as like uh benefits is what what it pays out, correct? Is that what you're asking?
[CUSTOMER][NEUTRAL] As far as like uh benefits and what what it pays out correct.
[CUSTOMER][NEUTRAL] OK. Yes.
[CUSTOMER][NEUTRAL] Who wants to know if it's like 10,000, 15,000, 20,000, is that what you're asking? Yes ma'am. I don't have no idea and she doesn't either, OK.
[AGENT][NEUTRAL] Alright, let me see here.
[CUSTOMER][NEUTRAL] You forgot
[AGENT][NEUTRAL] OK, so the type of plan that you have with.