AccountId: 011433970860
ContactId: 648c9ff8-60eb-4c50-bd8e-472dadccde12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 700900 ms
Total Talk Time (AGENT): 222796 ms
Total Talk Time (CUSTOMER): 193761 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/648c9ff8-60eb-4c50-bd8e-472dadccde12_20250203T20:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I'm needing a form.
[CUSTOMER][NEUTRAL] For electronic payment transfers.
[AGENT][NEUTRAL] OK, so you're
[CUSTOMER][NEUTRAL] I called you guys over a month ago and you never have seen it.
[CUSTOMER][NEUTRAL] So they are behind.
[AGENT][NEUTRAL] OK, so you're needing to request, is it a bank draft authorization form or is this for depositing of funds by APL?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, so for 40 years you guys have electronic.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Withdrew transfer funds for my monthly payment.
[AGENT][NEUTRAL] For your premium, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And so I made a form.
[CUSTOMER][NEUTRAL] Because you're not taking the old one. I don't know why. I just need a form for electronic payment.
[AGENT][NEUTRAL] OK, yes, sir, I can try and help you with this, and who am I speaking with please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Miss.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you Mr. [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your policy number?
[CUSTOMER][NEUTRAL] Oh God wouldn't know.
[CUSTOMER][POSITIVE] Probably number one.
[CUSTOMER][NEUTRAL] Maybe 2
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] OK, Mr. I'm gonna have to try and locate your information because I have to verify several things with you first for security purposes.
[AGENT][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And you did say your last name is [PII] Is that correct?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, so that is what I said. That is correct.
[AGENT][NEUTRAL] And [PII] is the first name, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, so I may have located the policy. So again, Mr. [PII] we will have to verify several things with you for security. So first off, if you could verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your home mailing address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. What, tell me again the, the street number, please, Mr. [PII].
[CUSTOMER][NEUTRAL] OK the uh.
[AGENT][NEUTRAL] Your street number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], so give me, let's see, let me, there's a type, OK, so we'll come back to that. The phone number that you gave me [PII], is that the best contact number we should have on file for you?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I had [PII] and I don't have that phone number no more.
[AGENT][NEUTRAL] OK, so the number you gave me is the only number that you have now, is that correct?
[CUSTOMER][NEUTRAL] That's the only number.
[CUSTOMER][NEUTRAL] The only one.
[AGENT][NEUTRAL] Only once, right.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, and do you use the internet at all, Mr. [PII]?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. So let's see, Mr. [PII], give me just a moment to look at some information, please.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh I did have the policy number.
[AGENT][NEUTRAL] That's OK. I have it. No, sir, I have it.
[CUSTOMER][NEUTRAL] You want me to give it to you?
[CUSTOMER][NEUTRAL] I found it.
[CUSTOMER][NEUTRAL] Does Mr. [PII] still work there?
[AGENT][NEUTRAL] Uh, no, sir.
[CUSTOMER][NEUTRAL] Or do you know?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] It's just taking um some time, Mr. [PII], for some of this information to load that I'm trying to pull up.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so currently I see Mr. [PII], your policy is showing as paid to January the first. Do you want to did you change accounts?
[AGENT][NEUTRAL] Have you changed any of your information?
[CUSTOMER][NEUTRAL] You guys did. You guys what?
[CUSTOMER][NEUTRAL] The new routing number and so I need the forms so I could send you the routing number.
[CUSTOMER][NEUTRAL] I don't know why you guys want it, but you do, and so I got a letter from you.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh, OK. I see where you had called stating you needed to change your routing number.
[AGENT][NEUTRAL] But we explained to you, that's not something we can't change the routing number over the phone. That was on the [PII]. Now, it may be that you had not received it because we had your street number for your address.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It was in our system as [PII]. And you said it should be [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK. And you said you don't use the internet, so like emailing you is not an option, is that correct?
[CUSTOMER][POSITIVE] Oh that's great.
[AGENT][NEUTRAL] OK. Well, I will request um that the form be mailed because I have corrected the address.
[CUSTOMER][NEUTRAL] Uh, for
[CUSTOMER][NEUTRAL] Well, that wouldn't matter that [PII] personally does, but he would have put it in my box.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If you're to sit it out.
[AGENT][NEUTRAL] Yes, sir, it shows that it was sent out.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] See another one wasted most of our times. I can't believe that that that would stop.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Well, I'm sorry you feel that way. I'm certainly trying to help you today, Mr. [PII].
[CUSTOMER][NEUTRAL] I understand that totally. I can't imagine that you sit that out and I didn't get that. It could have went to [PII] and I just still got it because everybody knows.
[AGENT][NEUTRAL] Well, I'm not who you.
[CUSTOMER][MIXED] And I sure do appreciate your business. I don't, uh, I'm very sick and
[CUSTOMER][NEUTRAL] I, I, I probably come across root. I don't want to.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] That's, that's OK. I will certainly request that another bank draft authorization form be sent out to you.
[CUSTOMER][POSITIVE] I greatly appreciate you.
[AGENT][POSITIVE] All right then. Well, you're very welcome. So is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Where am I calling to?
[AGENT][NEUTRAL] I, I'm located in [PII].
[CUSTOMER][NEUTRAL] Oh, no jokes.
[AGENT][POSITIVE] Mhm, that's correct.
[CUSTOMER][NEUTRAL] It's 80 degrees here in [PII]. What about there?
[AGENT][POSITIVE] Yeah, it's the same. Beautiful and sunny today.
[CUSTOMER][NEUTRAL] I think, I think I've actually talked to you years ago. How long have you worked there?
[AGENT][NEUTRAL] Uh, I, I don't see any history that I've ever spoken to you before, Mr. [PII], and looking back on the notes, I've been here 7 years.
[CUSTOMER][POSITIVE] Oh cool.
[CUSTOMER][POSITIVE] Uh, thanks so much.
[AGENT][POSITIVE] Well, you're certainly very welcome. So, um, I do hope you
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Feel better and with these forms out to you and it does typically take about 10 business days for those to be received.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you
[AGENT][POSITIVE] Well, you're welcome and thank you again for calling APL.