AccountId: 011433970860
ContactId: 4c7ef6cd-4bc0-42a3-8009-865f3df53c43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210940 ms
Total Talk Time (AGENT): 77950 ms
Total Talk Time (CUSTOMER): 60330 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/4c7ef6cd-4bc0-42a3-8009-865f3df53c43_20250109T20:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII] I'm from [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I'm needing to.
[CUSTOMER][NEUTRAL] Change my routing number.
[CUSTOMER][NEUTRAL] On my bank account.
[CUSTOMER][NEUTRAL] For for for automatic withdrawal each month for the payment.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, [PII]. I'm happy to help with that. Do you have your policy number?
[CUSTOMER][NEUTRAL] 00088047
[AGENT][NEUTRAL] OK, let me pull that up here one moment.
[AGENT][NEUTRAL] Alright, and then on your accounting if you could just verify with me your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So, um, since the routing number has changed, um, we would need a new bank draft form filled out. This is something that we can send to you via email or we can send to you in the US postal mail, whatever works best for you, and then you could return it back to us either via email or through the US postal mail as well.
[CUSTOMER][NEUTRAL] Uh, through the postal mail, please.
[AGENT][NEUTRAL] OK. And so the [PII] is a good address to send that to?
[CUSTOMER][NEUTRAL] What did you say the first numbers were?
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] It's changed
[AGENT][NEUTRAL] Let me update that.
[CUSTOMER][NEUTRAL] Make that
[CUSTOMER][NEUTRAL] I don't even know I know.
[CUSTOMER][NEUTRAL] It's changed to [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's still the [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, the [PII].
[AGENT][POSITIVE] OK, great.
[AGENT][NEUTRAL] So [PII], I will update that information and then get that sent out to you. The mailing address is on the form as far as where to send that back to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you have any other questions or concerns I can assist with here today?
[CUSTOMER][NEUTRAL] No, uh, so I'll just send you this number and send you that back, OK, thank you.
[AGENT][POSITIVE] Yeah, you're very welcome have a nice day.
[CUSTOMER][POSITIVE] Yes sir, thank you.