AccountId: 011433970860
ContactId: 58552c26-c3ae-45ff-a756-2cf43f98602f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71150 ms
Total Talk Time (AGENT): 20369 ms
Total Talk Time (CUSTOMER): 32935 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/58552c26-c3ae-45ff-a756-2cf43f98602f_20250521T21:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I have insurance with you guys and we moved and I needed to update my information with you.
[AGENT][NEUTRAL] OK, we're just needing to update your uh address.
[CUSTOMER][NEUTRAL] I need to update my address and then I um you guys do a draft um for my checking account and I need to change banks also.
[AGENT][NEUTRAL] OK, did you get an entirely new um routing number or is it the same bank with a different uh account number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, it's a, yeah, no, it's a totally new routing number and everything.
[AGENT][NEGATIVE] Gotcha.
[AGENT][POSITIVE] OK, OK, so we'll get all that together so we can get all that updated for you and I'm so sorry you did say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And what did you say your name was?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Mhm.