AccountId: 011433970860
ContactId: 4f695e0d-c9ad-4227-aba2-978b6b903e5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245509 ms
Total Talk Time (AGENT): 92970 ms
Total Talk Time (CUSTOMER): 107496 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/4f695e0d-c9ad-4227-aba2-978b6b903e5e_20250117T18:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yes ma'am. I got the electronic funds transfer thing to fill out and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I need to know is this for the bank address do you need the local address or the main region's bank address?
[CUSTOMER][NEUTRAL] On the transfer.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] On the form
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I think the regional one but that is a good question. Give me just a moment, yeah, I would think it's the regional location.
[CUSTOMER][NEUTRAL] Cause
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the one here in town that I use, right?
[AGENT][POSITIVE] I think yeah I think that should be perfectly fine.
[CUSTOMER][NEUTRAL] OK, because actually I don't know either one of them, but I didn't wanna go to trouble wrong one up, you know.
[AGENT][NEUTRAL] It's kind of an odd thing, isn't it?
[CUSTOMER][NEUTRAL] Yeah, I know it's like, God, why they need to know all that. But anyway,
[AGENT][NEUTRAL] I know I feel like I've had to fill out forms like that before too. I'm like I don't know they're everywhere, which one?
[CUSTOMER][NEUTRAL] I know all over town even, you know.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, could you say policy number because my uh
[CUSTOMER][NEGATIVE] Policy is in my bank deposit box and I don't have it here with me.
[AGENT][NEUTRAL] I'm sorry you kinda cut out there at the beginning. Could you repeat that?
[CUSTOMER][NEUTRAL] Yes ma'am, I don't have my policy here with me. It's in my safety department box at the bank, so could you help me with my policy number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh yeah of course um what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] And [PII], can I get a good call back number from you really quick in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes it's [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Let's see, I don't have a policy number. I can start using your social.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] OK, it's [PII], wait a minute, [PII].
[AGENT][NEUTRAL] What were the last four digits? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. Thank you. One moment, please.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you so much for verifying that information. Alright, so it's your whole life policy. I've got that policy number. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Alright, it is 15.
[AGENT][NEUTRAL] 46
[AGENT][NEUTRAL] 45.
[CUSTOMER][NEUTRAL] 154645
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, thanks so much.
[AGENT][NEUTRAL] Yeah, was there anything else I could help you with? Uh huh.
[CUSTOMER][NEUTRAL] What it?
[CUSTOMER][NEGATIVE] It would be faster for me to fax this back or mail it back.
[AGENT][NEUTRAL] Uh, fax would be much faster. Um, you could also, if you're able to email it, um, like take a picture of it, you can email it to us too, but I can give you our fax number.
[CUSTOMER][NEUTRAL] I, uh, is this it [PII]?
[AGENT][NEUTRAL] Let me verify, give me just a moment.
[AGENT][NEUTRAL] Let's see [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, OK, I'll just, uh, have my son fax it from work. He, he kind of stuff for me. OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright sounds good yes ma'am, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.