AccountId: 011433970860
ContactId: 674e0e44-c392-49e0-931b-0d11f53c47bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217720 ms
Total Talk Time (AGENT): 12960 ms
Total Talk Time (CUSTOMER): 108051 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/674e0e44-c392-49e0-931b-0d11f53c47bb_20250527T15:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling ATL.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] Uh yes ma'am. My name is [PII] and I work with BOM Bank, um, and we were recently bought out in November and I have one of my customers here with me that I think his premium is still going to the old bank.
[CUSTOMER][NEUTRAL] And I need to know what we can do.
[CUSTOMER][NEUTRAL] To get it changed over to the new bank because they've always had it drafted out of their checking account.
[AGENT][NEUTRAL] OK, um, so their banking information changed, is that right? I'm sorry, just that I understand correctly.
[CUSTOMER][NEUTRAL] OK, um, so their banking information.
[CUSTOMER][NEUTRAL] Yes, just the routing number. The account number is still the same. It's just a different bank, so it's a different routing number.
[AGENT][NEUTRAL] The routing number.
[AGENT][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] And I have a policy number here. I also have the letter was mailed out to this man's wife. I have her husband here.
[CUSTOMER][NEUTRAL] Um, if you need to ask him some questions, you're on speakerphone.
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It says I still have somebody here. Maybe she sent me somewhere else.
[CUSTOMER][NEUTRAL] This is just this block here is who she said she was in the day we called her and what time.
[CUSTOMER][NEUTRAL] I don't learned you write all that stuff down when you talk to somebody.
[CUSTOMER][NEUTRAL] So you can go back and say yeah I called up there at a certain day on a certain time.
[CUSTOMER][NEGATIVE] I hate it when it's something that we on how would like.
[CUSTOMER][NEGATIVE] Seem like they're so inefficient that you don't know.
[CUSTOMER][NEGATIVE] When you don't ever get any help or not.
[CUSTOMER][NEUTRAL] I thought she was there, but I don't hear nobody.
[CUSTOMER][NEGATIVE] And this phone's so bad about hanging up after anywhere from 7 to 10 minutes it'll hang you up. You have to start all over.
[CUSTOMER][NEUTRAL] Yeah, I can't ask you another question, OK.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Is there any way?
[CUSTOMER][NEUTRAL] You know, I have my
[CUSTOMER][NEUTRAL] So checking account.
[CUSTOMER][NEGATIVE] Shit
[CUSTOMER][NEUTRAL] To me a statement.
[CUSTOMER][NEUTRAL] Every month on my savings account they it's every 3 months I believe.
[CUSTOMER][NEUTRAL] Is there any way I can get hers done that way?