AccountId: 011433970860
ContactId: 5a77aa72-f581-4715-8f67-5b7701347cd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303119 ms
Total Talk Time (AGENT): 173940 ms
Total Talk Time (CUSTOMER): 83962 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/5a77aa72-f581-4715-8f67-5b7701347cd9_20250324T22:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to change, um, the way my premium is paid on my, uh, policy. Is it you I need to speak to about that?
[AGENT][NEUTRAL] Yes ma'am, I can definitely help you update how your premium payments being received and processed, but before we proceed, is it possible to get your name and a callback number please?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII], that's [PII]
[CUSTOMER][NEUTRAL] The callback number would be [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. And do you happen to have your policy number?
[CUSTOMER][NEUTRAL] I do not have it before me.
[AGENT][NEUTRAL] OK, bear with me one moment. I'm gonna do a name search or I can do a social search whatever works better for you.
[CUSTOMER][NEUTRAL] OK, uh, it is 455-113-410.
[AGENT][NEUTRAL] What was the last 4 you said [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, bear with me one moment while I look that up.
[AGENT][NEUTRAL] Alright, I've got you pulled up and just to verify, can I get you to verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] Yes, ma'am. Um, date of birth is [PII], mailing address [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. As long as we show we've got a personal email account. I just wanna verify that we have it up to date. Can you please verify that too, please?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you again, Ms. [PII] and that is what we have on file. So you stated that you wanted to change your um payment method right now. It's showing that you're currently on a monthly bank draft that's drafted actually on the [PII] of every month. How would you like to?
[AGENT][NEUTRAL] Are are you wanna go on a direct bill or you?
[CUSTOMER][NEUTRAL] The only thing
[CUSTOMER][NEUTRAL] No ma'am, I just need to change the banking account number. It's the same bank different account number.
[AGENT][NEUTRAL] OK, I can help you with that. As long as your routing number is the same, we can take the new account number over the phone, um, but we will need to verify your routing number isn't changing, so can you start with your routing number please, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am. [PII].
[AGENT][NEUTRAL] Thank you for that and that is what we have on file. So what's your new account number?
[CUSTOMER][NEUTRAL] OK, what's the one that you have at the last 4?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right, OK, we're gonna change it. Are you ready?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] All right. I just want to repeat that. That's [PII].
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Alright, I've updated our records. So looks like your next draft's coming out in April, and it will come out of the new account. Is there anything else I can help you with today, Ms. [PII], before you go?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm just wondering, do you guys have a portal that I could have done this myself with?
[AGENT][NEUTRAL] We do have an online service center but it doesn't have a set up for you to be able to update your information like that and that's pretty much because sometimes the whole thing's changing and in that case we do require documentation so that we would have to ask a form um we actually just started to where we could take the account over the phone without having documentation as long as the routing number didn't change so.
[AGENT][NEUTRAL] I can send you the instructions on how to register on to our online service center. It will give you access to your policy certificate and if you have to start submitting in claims, you can also do that on the site as well and um you can also keep up with where we're at with the claims by registering on our online service center. Would you like for me to send you the information to do that?
[CUSTOMER][NEUTRAL] Yes, ma'am, you can send me a link to my email, is that correct?
[AGENT][POSITIVE] Yes ma'am, I can send you the link to how you can register and it's gonna also include an attachment which will give you the registration details on how to get everything registered and it will also have the instructions on what you can do out there as well so I can send both of those to you.
[CUSTOMER][NEUTRAL] OK, that'll
[CUSTOMER][POSITIVE] That would be great thank you so much.
[AGENT][POSITIVE] No problem at all, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] No, ma'am, I believe that is everything.
[AGENT][POSITIVE] Thank you for calling APO and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.