AccountId: 011433970860
ContactId: 4b3e8a5f-ff2e-49f6-ae21-f4edf933b8c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204270 ms
Total Talk Time (AGENT): 78103 ms
Total Talk Time (CUSTOMER): 76543 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/4b3e8a5f-ff2e-49f6-ae21-f4edf933b8c3_20250527T19:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I have a question or need help with changing uh direct deposit information.
[AGENT][NEUTRAL] OK, I can help you with direct deposit information. Can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] [PII], my number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and then what is your policy number please?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] 00533
[CUSTOMER][NEUTRAL] 073.
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[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 I'll also need to verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I think I just gave you my phone number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what was the other question?
[AGENT][NEUTRAL] Your email address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. I appreciate you verifying your policy for me.
[AGENT][NEUTRAL] OK, so you want to update your direct deposit information?
[AGENT][NEUTRAL] Uh, is your bank.
[CUSTOMER][NEUTRAL] Well, actually, I went, I went.
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] I went in online last, well, the last couple of days and changed my account number, which is what I needed to do.
[CUSTOMER][NEUTRAL] But I just want to verify that it had been changed correctly.
[AGENT][NEUTRAL] Yes, ma'am. Let's, um, go over that. Can you please give me your account name? Now the routing number is gonna stay the same, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what is your account number?
[CUSTOMER][NEUTRAL] The new one is [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, I'm showing that that's the account number that we have on the policy now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just want to verify that that had been.
[AGENT][POSITIVE] Yes, you did a good job. You did it. It went through all right.
[CUSTOMER][POSITIVE] Done correctly.
[CUSTOMER][POSITIVE] OK. That's what I needed. Thank you very much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][POSITIVE] OK, well you have a blessed day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.