AccountId: 011433970860
ContactId: 7bcbe37f-cfba-44ee-87a9-74cb0cb06801
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 743409 ms
Total Talk Time (AGENT): 349806 ms
Total Talk Time (CUSTOMER): 255316 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/7bcbe37f-cfba-44ee-87a9-74cb0cb06801_20250221T19:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I need to change the uh payment.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It was going into 11 account I need to change it to a different account.
[AGENT][NEUTRAL] OK. And is it
[CUSTOMER][POSITIVE] We give you all
[AGENT][NEUTRAL] And is it with the same bank account?
[CUSTOMER][NEUTRAL] Pardon?
[CUSTOMER][NEUTRAL] Uh, no, it's actually different.
[CUSTOMER][NEUTRAL] Not with teachers Credit Union anymore. It's with uh been with the bank.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, so it is a different account. Alright, and what is that policy number? Do you have that available?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, um, 256-059-0.
[AGENT][NEUTRAL] Thank you. And what is your name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you. I'm [PII].
[AGENT][NEUTRAL] But you're younger than I am.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] And what is
[CUSTOMER][POSITIVE] The happy, happy birthday, yeah.
[AGENT][POSITIVE] Yeah, July is the best month ever, right?
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And what is
[CUSTOMER][NEUTRAL] Your grandson.
[AGENT][NEUTRAL] What is your current mailing address?
[CUSTOMER][NEUTRAL] That is yeah.
[CUSTOMER][NEUTRAL] Uh, it is [PII] that [PII].
[AGENT][NEUTRAL] All right, thank you. And your phone number and email address please ma'am, if we can verify that.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And uh uh email is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] In order to change your bank account information.
[AGENT][NEUTRAL] We will need a form completed. It's the electronic funds transfer form with your new bank.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you want to email that to me and I'll spell it out and then uh you a picture, I think I did that before picture take it and email it back.
[AGENT][NEUTRAL] Mhm. You sure can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one second, I'm getting that email ready for you. Now we also have that form on our website if you want to get it from there as well.
[CUSTOMER][POSITIVE] It'd be faster doing it this way.
[AGENT][POSITIVE] I got you. I'm fixing to get it to you.
[CUSTOMER][NEUTRAL] Because I think it's fixing to come out on the [PII].
[AGENT][NEUTRAL] Just one second, it's just taking me a minute. I apologize.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][POSITIVE] Slowly but surely, I apologize.
[CUSTOMER][NEUTRAL] It's a Friday, everybody's tired, even the computers are tired.
[AGENT][NEUTRAL] I think so that's on the way for you, but yes, ma'am, you can complete that and you can email it back to the care team.
[CUSTOMER][NEUTRAL] So what I'm
[AGENT][NEGATIVE] And that's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just include your policy number and they'll get that to the customer service department to to update that.
[AGENT][NEUTRAL] Think draft information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Didn't come through yet. I'm on the phone. Uh, uh, no, that's it, and I'll just send it back so you can get it.
[AGENT][NEUTRAL] Anything else?
[AGENT][NEUTRAL] If you
[AGENT][POSITIVE] If you want to wait to make sure that you get it, I don't mind waiting for that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sometimes it takes just a minute to come through.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] And it's gonna be from the care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Not yet, and it's [PII].
[CUSTOMER][NEUTRAL] I got it. It just came in.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you're able to open the attachment?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's opening right now, um.
[CUSTOMER][NEUTRAL] Is there one page or 2?
[AGENT][NEUTRAL] It's gonna be.
[AGENT][NEUTRAL] One page.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I haven't.
[CUSTOMER][NEUTRAL] Yeah, electronic funds transfer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then just send that back to the care team if you would put your policy number on there as well.
[CUSTOMER][NEUTRAL] OK, I will.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Well Miss [PII], it's been such a pleasure to assist you today. Thank you for calling APL and I hope you and your family have a wonderful weekend. I hope it gets warmer.
[AGENT][NEUTRAL] I know you're in [PII] and it's cold in [PII], isn't it?
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Yes, y'all are where [PII].
[AGENT][NEUTRAL] Well, actually, I'm in [PII].
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh, so you you had any of this weather?
[AGENT][NEGATIVE] We've had the cold. We didn't get any pretty snow or anything, but it, it's just always gets so cold and and doesn't give us anything pretty to look at.
[CUSTOMER][NEUTRAL] Yeah I know, I know, I mean, it's been and I can't wait till it gets to 32. Its gonna be a little and that's awful, you know.
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] But I'm ready for summer.
[AGENT][NEGATIVE] That's so sad.
[CUSTOMER][NEUTRAL] It's been so cold, but.
[AGENT][NEUTRAL] It has been a hard winter, hasn't it?
[CUSTOMER][NEUTRAL] Yes, it has. It's kind of been really weird.
[CUSTOMER][NEUTRAL] Cold and warm, cold, I mean, it's supposed to be 70 something I think this weekend.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Craz crazy.
[AGENT][NEUTRAL] It is, it is just, uh, we're just on a roller coaster ride, aren't we?
[CUSTOMER][NEUTRAL] I know, I know, I know.
[CUSTOMER][POSITIVE] All right. Thank you so much. Um, I'm gonna get this filled out real quick. I'm working on it right now and I'll get it all sent back.
[AGENT][POSITIVE] Well thank you for calling.
[AGENT][NEUTRAL] Yes ma'am, and like I said, just send it to the care team at [PII].
[AGENT][NEUTRAL] And they'll get that over to customer service and get that updated. Let me see when that draft information is coming out when it's scheduled around the [PII]. Now if you want I can transfer you to the customer service department and I believe they can change that bank draft date if you would like or if you wanna keep it the same either way.
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] They can stay the same, uh, I just, will it, um, will they have it ready for it to come out by the [PII]? Do you want me to ask them that?
[AGENT][NEUTRAL] They should list is that other account um.
[AGENT][NEUTRAL] With the Bank of Oklahoma is closed. Do you wanna hold just one moment and let me see if they, hang on, hang on just a second. I don't want it to go there and then come back and then your account not be updated. Let's check on that. Do you mind?
[CUSTOMER][NEUTRAL] I closed it.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, let's see that.
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] Hey, how are you?
[AGENT][NEUTRAL] Hey, I'm good. How are you? Um, can you check policy number 256-0590 for [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I've just got a simple question.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She's she's closed the account that's listed for her um.
[AGENT][NEUTRAL] Withdrawal. I emailed her her electronic funds transfer. She said she's gonna send it back to the care team.
[AGENT][NEUTRAL] Today, that's that's what she said. Um, I see that the draft date is on the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] When we get those course, if it comes back in the email.
[AGENT][NEUTRAL] You know, depending on what time it is, well, I reckon what we're asking is.
[AGENT][NEUTRAL] Is it on the [PII] that it's drafted, or?
[CUSTOMER][NEUTRAL] No, no, it, it'll be on the [PII]. We, we, yeah, we draft on the [PII], the [PII], [PII], and [PII], and if those days come on a Saturday or a Sunday, it's, it's drafted that following Monday. So let's see.
[AGENT][NEUTRAL] On the [PII] of
[AGENT][NEUTRAL] So [PII] is on a Tuesday.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So it'll be next Friday.
[AGENT][NEUTRAL] So you'll draft like on Fridays?
[CUSTOMER][NEUTRAL] Uh, on the [PII], the [PII], [PII], and [PII].
[AGENT][MIXED] Which is fine. OK, but it's not right.
[CUSTOMER][NEUTRAL] Of every month.
[CUSTOMER][NEUTRAL] But this month is on Friday.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The next another month might not be on Friday.
[AGENT][NEUTRAL] It just worked that way. It's trying to confuse me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] That's, that's all we needed. So that should give her plenty of time to get that information back.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect. Thank you.
[CUSTOMER][NEUTRAL] And, and if it's the same bank, if it's if the routing, OK, I was gonna say we can take it over the phone, but if it's different routing number we cannot, OK.
[AGENT][NEGATIVE] It's not.
[AGENT][NEUTRAL] Yeah, it's a different bank that's why I emailed her that form but hopefully she'll get it back and she shouldn't have any problems, but that this account was closed, so that's why I was just trying to check on it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um this is my state so I'll probably get it back and it'll be in the hub when I get back Tuesday.
[CUSTOMER][NEUTRAL] Uh, and I'll send her an email to let her know it's been changed.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] Yeah. Sounds good. I appreciate it. OK, um, I thank you. Have a great day. Happy weekend. All right, thanks. Bye.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You too. You too, bye.
[AGENT][NEUTRAL] OK, Ms. [PII], I did check with our customer service department. Your draft date is set for the [PII]. Now, they normally draft on the [PII].
[AGENT][NEUTRAL] Of the month.
[CUSTOMER][POSITIVE] Oh, OK, that'd be good.
[AGENT][NEUTRAL] So you should have plenty of time and she also said that you'll receive an email once that banking information has been updated.
[CUSTOMER][NEUTRAL] OK, I'm about to uh.
[CUSTOMER][NEUTRAL] Send it back as soon as I get their address on here and I'm fixing to send it back so they, they.
[CUSTOMER][NEUTRAL] Today.
[AGENT][POSITIVE] OK. And that'll be fine. Shouldn't be any problems.
[CUSTOMER][NEUTRAL] I'm not that [PII] is Monday, uh, [PII], so that'd be like Thursday.
[AGENT][NEUTRAL] Um, the [PII] is on a Friday.
[CUSTOMER][POSITIVE] Right, OK, we should be good.
[AGENT][POSITIVE] So, you get it back today, yeah, you should be fine.
[CUSTOMER][NEUTRAL] Yeah, I think so.
[CUSTOMER][POSITIVE] All right. Yeah, I'm gonna to have it all filled out and I'll get it right back.
[AGENT][POSITIVE] Well, it's been a pleasure to assist you. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] That way that thing to worry about.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's, that's it. Thank you so much.
[AGENT][POSITIVE] Thank you, Ms. [PII], for calling APL. I hope y'all have a great weekend.
[CUSTOMER][POSITIVE] You too. Thank you. bye.
[AGENT][POSITIVE] Thank you. Bye bye.