AccountId: 011433970860
ContactId: 56b708c2-3118-454b-aef2-10191904fb10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500880 ms
Total Talk Time (AGENT): 204704 ms
Total Talk Time (CUSTOMER): 220473 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/56b708c2-3118-454b-aef2-10191904fb10_20250114T14:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII] and um I've got insurance there and it comes out of uh one account and I'm closing that account out and I wanna switch it to a different account.
[AGENT][NEUTRAL] OK, same bank but just a different different account number?
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] OK. OK, what's your policy number?
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] What's your social?
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] This is my husband's [PII].
[AGENT][NEUTRAL] Who's the policyholder?
[CUSTOMER][NEUTRAL] Well, me and my husband.
[AGENT][NEUTRAL] Uh, who is the main person on the policy?
[CUSTOMER][NEUTRAL] Oh, it might be me. I don't remember. [PII].
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, what, what were the first three digits, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], I'm sorry.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] The 1st 3 digits of your social?
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They're packed down somewhere in my policies, but I don't know where.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's under your name.
[CUSTOMER][NEUTRAL] OK. It's a cancer policies.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 41, 44 is what they are.
[CUSTOMER][NEUTRAL] That comes out of my account each month.
[AGENT][NEUTRAL] Mhm, what's your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my mailing address is [PII] Branch.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, I'm showing a different mailing address for you and a different date of birth.
[CUSTOMER][NEUTRAL] What's the date of birth?
[AGENT][NEUTRAL] Let's see. Do you have another policy other than the cancer?
[CUSTOMER][NEUTRAL] I don't think so.
[AGENT][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] My husband's birthday is [PII].
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][NEUTRAL] You gave me social, social [PII].
[CUSTOMER][NEUTRAL] Mine's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I've had it for years and years and years.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm showing a Route 1. I'm showing a Route 1 [PII].
[CUSTOMER][NEUTRAL] And I called the
[CUSTOMER][NEUTRAL] Well, it used to be years ago when they changed it out through here.
[AGENT][NEUTRAL] OK, so what is the current address? Do we need to update the address?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK. Can you give me that again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Branch.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me your zip code again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so I have [PII] branch, [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK, and what is a good phone number for you?
[CUSTOMER][NEUTRAL] Well, my home phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and do you have an email address on file that you can verify?
[CUSTOMER][NEUTRAL] I don't know. I don't do all that.
[AGENT][NEUTRAL] OK, OK. Now, for.
[CUSTOMER][NEUTRAL] I'm old fashioned.
[AGENT][NEUTRAL] For your date of birth, I'm showing [PII]. Is that incorrect?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, that's incorrect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] There's none of us here and my kids are not born in July.
[AGENT][NEUTRAL] OK, so I'm showing a cancer policy and then an intensive care policy.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] You said your premiums are 4144?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so between the two, that's what it equals, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] All right, and so you said that you want to change your account number but not the bank so you're with City.
[AGENT][NEUTRAL] Of Charleston
[CUSTOMER][NEUTRAL] City National Bank.
[AGENT][NEUTRAL] Bank of Charleston, OK, I see that.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] And you're you're wanting to change your account number to?
[CUSTOMER][NEUTRAL] The uh-huh.
[CUSTOMER][NEUTRAL] To my personal account.
[AGENT][NEUTRAL] OK, I don't need that number.
[CUSTOMER][NEUTRAL] OK, just a second here.
[CUSTOMER][NEUTRAL] And it's in my husband's name and my name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The personal count.
[AGENT][NEUTRAL] OK, just a checking.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you want the routing first?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and the account number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so your checking account number is [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And your transit or routing number is [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, very good. We can get that updated for you.
[CUSTOMER][NEUTRAL] And I want, can you send me a copy of my policies?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] And I'll put them in my safe.
[AGENT][NEUTRAL] OK, so we'll request those for you and request that they be mailed to the new address once I update the address.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh-huh. And uh you said I had a cancer policy.
[AGENT][NEUTRAL] Intensive
[AGENT][NEUTRAL] And an intensive care.
[CUSTOMER][NEUTRAL] Yeah, both of those if you don't mind.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'd appreciate it.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] OK, so what we're going to do today is update your um mailing address, um, update your date of birth to [PII], and then um change your checking account to the number that was verified.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, will they take it out of the new account this month?
[AGENT][POSITIVE] I'm gonna make the change today.
[CUSTOMER][NEUTRAL] OK, cause I think it's usually around the end of the month when they
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm, around the [PII], something like that.
[CUSTOMER][NEUTRAL] Take it out.
[CUSTOMER][NEUTRAL] Mm, I don't, I don't know on my bank statement it shows a
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Last of the month, so.
[AGENT][NEUTRAL] Yeah, so we'll go ahead and get it updated.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now is the other account closed? Is it an active account or are you closing that that account?
[CUSTOMER][NEUTRAL] So we to take
[CUSTOMER][NEUTRAL] I'm going to close it. I've got to make sure all my checks and everything's come back.
[AGENT][NEUTRAL] The other one.
[AGENT][NEUTRAL] OK. Got it.
[CUSTOMER][NEUTRAL] And then I'm closing in, yes.
[AGENT][POSITIVE] OK. All right. So we'll get that taken care of today.
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] All righty. Any other questions?
[CUSTOMER][POSITIVE] No, that's all, ma'am, and I hope you have a good blessed day.
[AGENT][POSITIVE] You too, Ms. [PII], and thank you for calling. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] You're welcome. Thank you for your help.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.