AccountId: 011433970860
ContactId: 4e205858-d5a1-4a59-814e-040b40ec164b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 684669 ms
Total Talk Time (AGENT): 172454 ms
Total Talk Time (CUSTOMER): 170105 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/4e205858-d5a1-4a59-814e-040b40ec164b_20250324T13:37_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So I.
[AGENT][NEUTRAL] Excuse me. This is so with APL.
[CUSTOMER][NEUTRAL] OK. I need, uh, so this is an American public?
[AGENT][NEUTRAL] Yes, American Public Life APL.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] I have a policy with y'all that's taken out the [PII] of or around the [PII] of every month.
[CUSTOMER][NEUTRAL] I need to change that policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Change the policy, the draft information.
[CUSTOMER][NEUTRAL] No, no, no, no, no, no, no, I'm sorry, I.
[CUSTOMER][NEUTRAL] Is the routing number.
[CUSTOMER][NEUTRAL] Let it go through this month.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Cause it's, it's coming due, right?
[AGENT][NEUTRAL] Um, I'll have to check on it. Um, do you have the policy number so I can look at it?
[CUSTOMER][NEUTRAL] No, ma'am, I don't.
[AGENT][NEUTRAL] You don't. OK. Let me have the spelling of your last name and first name so I can search for your policy.
[CUSTOMER][NEUTRAL] OK. The, the last name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] First name [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] OK, it's [PII] and I probably my my number needs to be changed on there too.
[AGENT][NEUTRAL] OK, I can check on that. All right, and I need to verify your date of birth, mailing address and email address for verification.
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] OK, and what's your date of birth, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] All right, so we need to probably change the phone number. Yes, we have a [PII] ending on [PII]. You want me to change that?
[AGENT][NEUTRAL] To this one.
[CUSTOMER][NEUTRAL] Wait, wait, wait, wait.
[CUSTOMER][NEUTRAL] What was that uh phone number?
[AGENT][NEUTRAL] OK, the one we have here is, um, let me go back to it.
[AGENT][NEUTRAL] We have a phone ending on [PII].
[CUSTOMER][NEUTRAL] Oh yes, that's my home number, that's no longer um.
[CUSTOMER][NEGATIVE] Connected, it's disconnected.
[AGENT][NEUTRAL] OK, let me go ahead and change that.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so the draft date is the [PII], so it usually takes place on the [PII]. And uh it's still with Coastal Commerce Bank.
[CUSTOMER][NEUTRAL] Coastal? No.
[AGENT][NEUTRAL] Did it, did the name change? That's why you're changing the routing number?
[CUSTOMER][NEUTRAL] We were never with Coastal Bank.
[CUSTOMER][NEUTRAL] Coastal commerce. What was?
[CUSTOMER][NEUTRAL] Can you verify that routing number?
[AGENT][NEUTRAL] Um, yeah, the routing number I got here is [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Never had that routing number so look.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. What's that routing number you just gave me?
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] No ma'am, we never had that routing number.
[AGENT][NEUTRAL] Um, this is the account we've been drafting.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What's the account number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's interesting.
[CUSTOMER][POSITIVE] And that is the right, um.
[CUSTOMER][NEUTRAL] The routing number I mean account number but no that's not the right routing number, but I mean y'all been drafting it, so let it go through like that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, sometimes they use a different routing number, an old routing number it pulls up and that's why it's like that, but yeah, we can change that. What is the new one?
[CUSTOMER][NEUTRAL] The new routing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, but listen, listen to me. Let it go through this month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] I got you, I got you. I got that part.
[CUSTOMER][NEUTRAL] It's, it's gonna be OK, it's gonna be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The new routing number after [PII] is gonna be this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that's [PII], that's 41s.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me go ahead and.
[AGENT][NEUTRAL] Um, let me see if we can do anything right now or if you will have to probably call after, but let me check with customer service just to make sure, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me, Mr. [PII]. OK, so, um, I spoke to customer service. They said that, um, since you want us to do the draft on the information we already have, it will be best to call after and change it because we don't have a way of just changing it afterwards unless we have that call after.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] If not, it's just gonna change now because we will have to change it.
[CUSTOMER][NEUTRAL] OK. That, that'll be fine. I'll call um the Monday after the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It's just falling at a wrong time.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, I'm so sorry. You're welcome. Is there anything else I'm gonna help you with today?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling ATL. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] If you're