AccountId: 011433970860
ContactId: 6ce9a34a-6985-4417-8092-fd79a85cfbc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278209 ms
Total Talk Time (AGENT): 121957 ms
Total Talk Time (CUSTOMER): 119967 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/6ce9a34a-6985-4417-8092-fd79a85cfbc1_20250108T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was notified by my bank that um.
[CUSTOMER][NEUTRAL] There needs to be an update on our bank routing number for electronic withdrawals for our insurance to be taken from our account, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The the routing number changed?
[CUSTOMER][NEUTRAL] Yes, it did.
[AGENT][NEUTRAL] OK, OK, yeah, I can help you out with that um what was your name?
[CUSTOMER][NEUTRAL] Um, it's under [PII]
[AGENT][POSITIVE] OK and uh what was is what's your name? just so I know how I'm talking to you. OK, thank you, [PII], appreciate it. And then uh can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number? Oh yeah, go ahead, thank you.
[CUSTOMER][NEUTRAL] And I have my policy number. I do, yeah.
[CUSTOMER][NEUTRAL] 00088047
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you and [PII], just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, um, is [PII] present so that I can speak with him and verify the information?
[CUSTOMER][NEUTRAL] He's not, he's at home.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you able to verify the mailing address we have on file for you?
[CUSTOMER][NEUTRAL] Uh, let's see, looks like it's [PII].
[AGENT][NEUTRAL] Uh, that is not what I've got. I've got an address in [PII].
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, thanks for verifying that information, [PII]. OK, so let's see.
[AGENT][NEUTRAL] Unfortunately since you're no longer active under this policy, I would have to speak with [PII] uh in order to help you out we could send you a form uh so that you can change that information get that updated um but we would have to speak with him in order to send that.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Before, um,
[CUSTOMER][NEUTRAL] Mr. [PII] sent us an electronic funds transfer form and we filled that out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII] signed it. I signed it and then I sent it to [PII]. Is that some is that what we're looking at now?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Because the bank notified me and said it has to be done by a certain date.
[AGENT][NEUTRAL] Yes, OK, so you did already uh fill out that form and send it back to us.
[CUSTOMER][NEUTRAL] It's an old one. No, I have not, but I need a new form.
[AGENT][NEUTRAL] OK, OK, so yes, we would need to get a new one sent. OK, I understand.
[AGENT][NEUTRAL] OK, so yes, as soon, give me just a moment here, let me take a look.
[AGENT][NEUTRAL] OK, yeah, as soon as uh he's able to um if we could just have Dane give us a call or if you can call him you could just hand him the phone we could verify his information, um, then we'll be able to get that form resent to you.
[CUSTOMER][NEUTRAL] OK, so I work, he doesn't so uh if he calls you and OKs everything, then can I call you back?
[AGENT][NEUTRAL] Yeah, that's perfectly fine as long as we have that um we can we're able to verify his information he can give us verbal consent to speak with you.
[CUSTOMER][POSITIVE] OK, I will, uh, tell him that tonight and then he can call you hopefully tomorrow. OK, thank you.
[AGENT][POSITIVE] OK, sounds good, yes, right, yeah, thank you, [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Should I, should we try to communicate with you or someone else?
[AGENT][NEUTRAL] Um, it honestly doesn't matter. I'll be making a note, um, so you know we won't have to go back and forth, but yeah, just as long as you let them know that your routing information changed, um, they'll be able to help you out, whoever you get.
[CUSTOMER][NEUTRAL] OK, the account number is the same as that just that routing number. So, OK, I will touch base with Dane tonight then thank you.
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] All right. Sounds good. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.