AccountId: 011433970860
ContactId: 5ac01f43-67f0-4e52-9cb3-db858f6f5112
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425480 ms
Total Talk Time (AGENT): 170616 ms
Total Talk Time (CUSTOMER): 85474 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/5ac01f43-67f0-4e52-9cb3-db858f6f5112_20250108T17:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. I have, uh, my name is [PII], and I have an autopay policy.
[CUSTOMER][NEUTRAL] And I have a new routing number on my checking account I need to give you.
[AGENT][POSITIVE] OK, I'm happy to help with that today, [PII]. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, yes, it's um.
[CUSTOMER][NEUTRAL] You need this
[CUSTOMER][NEUTRAL] Group number or the other one above it.
[AGENT][NEUTRAL] It should be the member ID not the group number.
[CUSTOMER][NEUTRAL] OK, I have a 00.
[CUSTOMER][NEUTRAL] 604-728
[AGENT][POSITIVE] OK, thank you so much. Let me just pull this up here one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I appreciate your patience. It brought up an older policy number. Um, I'm trying to look a different way here, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me go check out that may be the an old card I gave you.
[AGENT][NEUTRAL] Yeah, it looks like it maybe is, but I think I may have found you here. Uh, what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. And then if I could verify also your address we should have on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. OK, I got you here.
[AGENT][NEUTRAL] Um, let's see what we need to do to fix this, um, payment information, let's see.
[AGENT][NEUTRAL] OK, so you said that the um
[AGENT][NEUTRAL] The routing number changed is that what we need to update on this, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so for a routing number to be updated, it looks like we need a bank draft form filled out which you can send back to us via email, fax or mail, and I can send the form to you. Do you have an email address I can send it to?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] 962 1.
[CUSTOMER][NEUTRAL] At gmail.com.
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] All right, um, if you want, um, I can give you the email address that you can send this back to if you wanna write that down. The uh fax number and the mailing address I know are on the form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I may need a mail and I'm not too good with technology, but I'll try and email it back to.
[AGENT][NEUTRAL] OK, um, so the email address just so you have it is gonna be [PII] just like it sounds CARE.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, what was that?
[AGENT][POSITIVE] So [PII], yeah.
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII] and that's, that's the letter [PII]
[AGENT][NEUTRAL] Right, so yeah, the word [PII].
[AGENT][NEUTRAL] And I'll include it in the email that I sent to you as well just so you have it there also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That sounds good. And what's the mailing address if I figure out how to do it?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, so if you want to send it back, um, in the US postal mail, it would be [PII].
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] 248
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's in [PII], [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, just in case.
[AGENT][POSITIVE] OK, not a problem so that email is on its way to you. Is there anything else we can help with here today, [PII]?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I, uh, that took care of it and I found a different card, but it's still got that same number on it.
[CUSTOMER][NEUTRAL] So I don't know.
[AGENT][NEUTRAL] Yeah, so the [PII] is right. I apologize. I don't know why it was being strange. I didn't wanna come up the first time, but that is the right number.
[CUSTOMER][NEUTRAL] OK, I just thought maybe I gave you an old card or something, so.
[AGENT][POSITIVE] Yeah, I know it looks like that is still good.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] All right thank you ma'am. I appreciate your help.
[AGENT][POSITIVE] My pleasure. You take care.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye bye.