AccountId: 011433970860
ContactId: 4ec34404-416f-4ae3-bf9f-665133fd4baf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 447459 ms
Total Talk Time (AGENT): 170929 ms
Total Talk Time (CUSTOMER): 123780 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/4ec34404-416f-4ae3-bf9f-665133fd4baf_20250205T20:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I need to change my, um, EFT. I had bank fraud in the last few days and had to shut an account and it will be coming through in the next few days, but I don't know my policy number.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with both. um, can you please give me your name and your call back number?
[CUSTOMER][NEUTRAL] Uh-huh. It's [PII] and my phone number is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], can I get your
[AGENT][NEUTRAL] Social security number so I can pull in your policy.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look you up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you and then also can you verify your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um, it should be, excuse me, [PII].
[CUSTOMER][NEUTRAL] And then my email is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And what else did you ask for?
[AGENT][NEUTRAL] Uh, the phone number that you verified for me just in case we um get disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] It is.
[AGENT][POSITIVE] OK, thank you so much. I appreciate you verifying your information. Now, your email address, it looks like I have one from um a business email address.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, is it [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, and then you said that you wanted to update to your bank information is the um.
[AGENT][NEUTRAL] routing number going to stay the same or is that going to change?
[CUSTOMER][NEUTRAL] It, it will stay the same.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Let me look real quick.
[AGENT][NEUTRAL] OK, what is going to be your account, your new account number?
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][NEUTRAL] OK, let me update that real quick.
[AGENT][NEUTRAL] OK, let me read it back to you and make sure I've got it correct.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And there was a [PII] on the end. Did you get that?
[AGENT][NEUTRAL] Yes ma'am, um, I put in [PII].
[CUSTOMER][NEGATIVE] OK, um, you're, you're cutting in and out really bad and it's missing numbers. Would, would you try one more time?
[AGENT][POSITIVE] Oh bless it. OK.
[AGENT][NEGATIVE] Oh no.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Uh, can you, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, good, good deal. Alright, I'm gonna save that in there then.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Make sure that it took it for me.
[AGENT][POSITIVE] OK, I've got you all fixed up.
[CUSTOMER][NEUTRAL] OK. Now, um, have I done it in time that the one, it comes out on about the [PII] or [PII] or [PII], am I good to go on this month?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Let me look for you real quick to see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me check it real quick.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You're paid to [PII].
[AGENT][NEUTRAL] Your bank draft date is the [PII] of the month.
[AGENT][NEUTRAL] But you have to give a, take a couple of days to um
[AGENT][NEUTRAL] Let it, let it clear the bank?
[CUSTOMER][NEUTRAL] OK, because it, it generally, it does not go through my bank. I know before the [PII].
[AGENT][POSITIVE] Oh, OK, good.
[CUSTOMER][NEUTRAL] But if I need to, OK. Uh, so that would probably make it OK.
[AGENT][POSITIVE] Yes ma'am. If it doesn't clear until the [PII] normally then it'll probably clear around the same time every time, yes ma'am.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] OK. OK. All right. Well, if it, if it doesn't, I'll call back, but I, I know it's not before the [PII] that it usually does. So, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, we'll know if, if, yes, ma'am. Thank you. And I hope you have a great rest of your day and we appreciate you calling APL. You take care, Mr. Waa. All right. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.