AccountId: 011433970860
ContactId: 4c146d1d-0709-4f8c-8b2a-f39d60f62ae7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170899 ms
Total Talk Time (AGENT): 69082 ms
Total Talk Time (CUSTOMER): 81860 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/4c146d1d-0709-4f8c-8b2a-f39d60f62ae7_20250212T20:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] and billing. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm well. I have a Miss [PII] on the phone. She's needing to change her, um, account and routing number on her payments.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] It's an older one, it's 707-410.
[AGENT][NEUTRAL] OK, hold on just a second.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I had to pull it up by her social.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] OK, so I've already verified her. I apologize I did not get a callback number though.
[AGENT][NEUTRAL] OK, that's OK.
[CUSTOMER][NEUTRAL] All right, one moment. Yes, ma'am.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][POSITIVE] Yes, I have [PII] on the phone and she's gonna help you with that request. Great thank you so much I appreciate it. Ma'am have a great rest of your week. Thanks for calling ATO bye bye. Certainly thank you.
[AGENT][NEUTRAL] Uh, good afternoon, Miss [PII]. This is London customer services. How are you?
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] Yeah, fine. How are you?
[AGENT][NEUTRAL] I am good thank you um she was stating you needed to change your bank draft information is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK. Is it through the same bank with the same routing number?
[CUSTOMER][NEUTRAL] No, no, it's um with Century Next Bank, so it'll be a different routing number and checking account number.
[AGENT][NEUTRAL] OK, well there is a a form that I will need to send to you then uh to get that changed and I can mail that to you or I can email it to you either way.
[CUSTOMER][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, why don't you email it to me and then can fax it back to you?
[AGENT][NEUTRAL] Yes ma'am, you can fax it or email it back um what is your email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, say, [PII].
[CUSTOMER][NEUTRAL] At I'm sorry, do you have that spelling?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] In front of you, OK, [PII].
[AGENT][NEUTRAL] [PII]. OK, I've got [PII].
[CUSTOMER][NEUTRAL] Correct, so I can just email it right back to you?
[AGENT][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I just wanted to be sure that we got it in and plenty of time that the um bank draft would come out of the new banking account and not the old one.
[AGENT][NEUTRAL] OK. Yes, ma'am. You've got till the, the [PII], yeah.
[CUSTOMER][NEUTRAL] On the [PII].
[CUSTOMER][POSITIVE] Oh, OK, great.
[AGENT][POSITIVE] All right, I will get that right to you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Super, thank you so much. I appreciate it.
[AGENT][POSITIVE] Mm. Alright, well thank you for calling APL and you have a wonderful evening, Miss [PII].
[CUSTOMER][POSITIVE] Thank you. Mm bye-bye.
[AGENT][POSITIVE] Mm, thank you. Goodbye.