AccountId: 011433970860
ContactId: 438a4b78-059f-439f-afd2-195417f9f081
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 556880 ms
Total Talk Time (AGENT): 195054 ms
Total Talk Time (CUSTOMER): 156224 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/438a4b78-059f-439f-afd2-195417f9f081_20250527T17:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII] and I am needing to change what account that you take out the automatic payment for my uh life insurance.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you um with your bank account information. Um, may I please um get your call back number and your policy number?
[CUSTOMER][NEGATIVE] OK, I don't have the policy number with me. I'm not finding my paper. I've, I've been in the hospital off and on for the last 4 months and just moved and but my callback number is [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you and then I can look it up with your social if you'll get that to me it'll pull in all of your policies for me.
[CUSTOMER][NEUTRAL] I can. OK, it's [PII].
[AGENT][NEUTRAL] OK, be just a moment while I search for your policy, Miss [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, let me read the policy number back to you. It's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and what is, uh, can you spell your last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see if I can find you by your name. I didn't pull in for me, so I keep searching.
[AGENT][NEUTRAL] And you spell your first name [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, got you pulled up right here.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number, and email address that we have on the policy for you, ma'am?
[CUSTOMER][NEUTRAL] OK, [PII] phone number [PII]. Email address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing a different address.
[CUSTOMER][NEUTRAL] It cover all of it.
[AGENT][NEUTRAL] Yes ma'am, but I may need you to repeat the address because I'm showing a different one and we'll need to get it updated to your current.
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, are you still on the one still in Gentry?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]. OK. We have moved to [PII], but like I said, I've, I've been in and out of the hospital since the [PII] and I thought I had notified everybody. I guess this is one I forgot to give an update on, so.
[AGENT][NEUTRAL] OK. OK. I've got [PII]. I got that far.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, not [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And that's in [PII], and what was the state and zip again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, let me get that updated for you real quick so we don't have a have to worry about that anymore.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] I'll take care of it right now.
[AGENT][NEUTRAL] Is [PII] two words or one?
[CUSTOMER][NEUTRAL] Yes, it is two words.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Almost finished here.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much and you said that you were calling today to.
[AGENT][NEUTRAL] Update your bank information.
[CUSTOMER][NEUTRAL] Change which account it's been taken, right, yes, I'm I have two accounts at the same bank and I'm fixing to combine them.
[AGENT][NEUTRAL] OK and so are you the routing number is gonna remain the same you're just changing only the account number, is that correct?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hadn't thought about that, but yes.
[AGENT][NEUTRAL] OK, and what is.
[AGENT][NEUTRAL] OK, OK, and what is the new account number going to be?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, let me update that.
[AGENT][NEUTRAL] And let me repeat it, make sure I've got it correct. [PII].
[CUSTOMER][NEUTRAL] Right, you did say [PII], correct?
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Let me repeat it to you because I, I wasn't sure on one number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's all I wanted to make sure that that.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, good.
[AGENT][POSITIVE] All right. I think I've got you all fixed up.
[CUSTOMER][NEUTRAL] OK, and then you tell me when the next one will be coming out on that one?
[AGENT][NEUTRAL] Yes ma'am, I can look at your policy here real quick and let you know.
[AGENT][NEUTRAL] It looks like you're set to draft on the [PII].
[CUSTOMER][NEUTRAL] I don't want to put
[AGENT][NEUTRAL] The [PII] of the month would give or take a couple of days for the bank to process it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I should be OK then to go ahead and close this other account and that was what I wanted to make sure that it wasn't just the next day or two, so.
[CUSTOMER][NEUTRAL] That's all I, and, and it is the 2940, correct?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][POSITIVE] OK, that's what I needed. I appreciate your help today. God bless.
[AGENT][POSITIVE] God bless you too. I appreciate that thank you and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Uh huh bye-bye.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] You, you take