AccountId: 011433970860
ContactId: 71511b94-55bc-4f7e-896e-ef8eea1fea54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278570 ms
Total Talk Time (AGENT): 137301 ms
Total Talk Time (CUSTOMER): 114979 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/71511b94-55bc-4f7e-896e-ef8eea1fea54_20250205T20:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] Doing good. How are you?
[CUSTOMER][NEUTRAL] I'm good. This is all. Um, I have a question. I have a member on the line that, um, he wanted to change, you know, his draft information. I already sent the email with the form and everything and all that good stuff. Now, um, the draft is gonna take place on the [PII], and he said that the banking institution has been closed, um, well the bank, the account and everything has been closed. So, um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do we cancel those or do we transfer those to be canceled?
[CUSTOMER][NEUTRAL] I, I'm looking at the instructions, but I don't, I don't, I didn't see anything to say that we can cancel that.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] To cancel the draft.
[CUSTOMER][NEUTRAL] Yeah, because you don't want it to take out on the [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, we can probably change.
[CUSTOMER][NEGATIVE] Because it's gonna be returned.
[AGENT][NEUTRAL] Mhm, yes, we can change the date, but even though it will still try to draft from the account and it will come back.
[AGENT][NEUTRAL] And unless uh until he sends us the new information for the bank, um we will be able to change it, but in the meantime it will still go through.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, so there's nothing we can do to stop that one.
[AGENT][NEUTRAL] Mm, no.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, I thought, I know like there's nothing here saying they can stop it, but um, I thought we can. Oh, OK. OK.
[AGENT][NEUTRAL] We could, we could
[AGENT][NEUTRAL] I move the date to the end of the month, but still, I mean, if we move it to the end of the month, it, it will charge at the end of the month if he hasn't sent us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The new bank um information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, it looks like he's gonna send it as soon as possible. That's why he wanted by email, um, but, um, yeah, I guess let's change the date.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can go ahead and change it.
[CUSTOMER][NEUTRAL] OK, uh, yeah, and my policy number is, uh, let me get that. I'm sorry.
[CUSTOMER][NEUTRAL] Can you hear my grandbaby crying?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] A little bit.
[CUSTOMER][NEUTRAL] Sorry, OK, uh, the policy number is 152,280.
[AGENT][POSITIVE] You're good.
[AGENT][NEUTRAL] 280 and it's for [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I can go ahead and take the call and change that date for him.
[CUSTOMER][NEUTRAL] OK. Let me just put him in and let him know that you're gonna make the change for him. OK? Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for Mr. [PII]. I got Miss [PII] on the line and she's gonna assist you with the recent draft information, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Good afternoon, Mr. [PII].
[CUSTOMER][NEUTRAL] Hey how you doing?
[AGENT][POSITIVE] Hello, I'm doing great. How are you doing?
[CUSTOMER][POSITIVE] Doing pretty good.
[AGENT][NEUTRAL] Alright, I was just advised that you are changing bank information, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am it is.
[AGENT][NEUTRAL] And that you would like us to stop the charge from this old account that we have here.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, unfortunately, we can't stop the charge um because that will be pretty much meaning that we will cancel the policy. We don't want to do that. So what I can do is move the draft date to the end of the month. That way it gives you time for you to send us back the new bank information and um so that way we can also update it in the meantime. Does that sound good?
[CUSTOMER][NEUTRAL] Yeah, that'd be fine.
[AGENT][NEUTRAL] All right, I will just be pushing that date to the end of the month. Um, that will be marked as uh [PII]. All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Mr. [PII]. I already have, I went ahead already and updated for you. Is there any other question that I can help you with?
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Well, that's all I needed to do was get this straightened out with this new bank.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and if there's nothing else that I can help with, I hope you have a nice day.
[CUSTOMER][POSITIVE] OK, thank you. You too.
[AGENT][POSITIVE] Thank you. You too.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Bye-bye.