AccountId: 011433970860
ContactId: 78a9cf2c-da26-4d5a-90bb-7c212757e490
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222419 ms
Total Talk Time (AGENT): 101890 ms
Total Talk Time (CUSTOMER): 92015 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/78a9cf2c-da26-4d5a-90bb-7c212757e490_20250107T21:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm well. I have a Miss [PII], [PII] on the phone that's needs to change her, uh, bank information for her draft, but I believe she also needs to change her address because it's definitely an old one.
[AGENT][NEUTRAL] OK, I can sure do that.
[CUSTOMER][NEUTRAL] Policy number is 154.
[CUSTOMER][NEUTRAL] 645.
[CUSTOMER][NEGATIVE] And I verified her return number is the one on the screen but it's not in uh Lion.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] OK, OK, got you. All right, thank you.
[CUSTOMER][POSITIVE] Yes ma'am, I'm gonna send it right over just one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, Miss [PII].
[CUSTOMER][POSITIVE] Yes ma'am. I have [PII] on the line. She's gonna help you with all those changes that you need to make.
[CUSTOMER][POSITIVE] OK, thank you. Yes, ma'am have a great day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hi, Miss [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. [PII] was just telling me we need to update your banking information and your address also.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh, I do.
[AGENT][NEUTRAL] Let's go ahead and update your address. Uh, what should that be?
[CUSTOMER][NEUTRAL] OK, it should be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, can you spell that um street address for me?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Got you. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, OK, got that. And um to update your bank draft, is it still at the same bank?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No ma'am, no ma'am, it's a new bank.
[AGENT][NEUTRAL] And in that case I will need to send you a bank draft authorization to fill out any time the routing number changes we have to have a new form filled out um but I can email that to you or I can get it put in the mail for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Just put it in the mail for me it'll be OK.
[AGENT][POSITIVE] OK, yes ma'am, I sure will.
[AGENT][NEUTRAL] OK and I do have that address updated. Let's see one thing though, um, it looks like it's going to draft on the [PII]. Is that OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes ma'am, there's there's enough in the other account that'd be fine.
[AGENT][NEUTRAL] OK, OK, yes ma'am, and I will get that sent in the mail to you right now, well, probably tomorrow, but yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but it will close out before our draft again the next month. So will I get it all straightened for then?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, yes, ma'am. Yes, ma'am.
[AGENT][POSITIVE] That's plenty of time. Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That will be fine then.
[AGENT][POSITIVE] OK, yes ma'am. I will get this ordered for you.
[CUSTOMER][NEUTRAL] OK, and I'll get it back to you.
[AGENT][NEUTRAL] OK. Is there anything else I can do for you?
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] No, ma'am. I think that's it.
[AGENT][POSITIVE] OK. Well, thank you for calling APL Ms. [PII], and you have a good day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you. Yes, ma'am.
[CUSTOMER][NEUTRAL] Bye
[AGENT][NEUTRAL] Bye.