AccountId: 011433970860
ContactId: 8023326a-3aea-4beb-b47a-c9e991f22660
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302329 ms
Total Talk Time (AGENT): 126375 ms
Total Talk Time (CUSTOMER): 175395 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8023326a-3aea-4beb-b47a-c9e991f22660_20250602T18:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, that was quick. I didn't have to hold but a minute. Listen, OK, um, I, I need to change my draft and that's coming through my bank account to another bank account.
[AGENT][NEUTRAL] OK, absolutely. What is the policy number?
[CUSTOMER][NEUTRAL] Um, policy number, certificate or group. What do you want which one do you want, certificate or group?
[AGENT][NEUTRAL] Uh, the certificate.
[CUSTOMER][NEUTRAL] OK, 744-843.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] I had something not nice happen. My Social Security account got hacked.
[AGENT][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] Yeah and then it had my banking information, part of it on there.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] In the bank I've used for 30 years, only had a 7 digit number on my bank account and they had 4 of them. So I thought, yeah, I'm gonna go somewhere else. I have accounts at other banks, so.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] I thought I'll just go somewhere else.
[AGENT][NEUTRAL] I gotcha. OK. Let me just verify on the policy for security, your name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] My name is [PII] on this little card here and my date of birth is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then if I could also get your physical address and then if you have an email on file with us.
[CUSTOMER][NEUTRAL] Uh, [PII], and I imagine my email is uh [PII]. Uh, that's my old email.
[AGENT][NEUTRAL] Yeah, it looks OK. I was gonna say, yeah, it looks like you actually don't have one on here, but that's OK. You're not required, you know, we don't have to have one.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, so it looks.
[CUSTOMER][NEUTRAL] Well, actually, uh, hang on just a second because I'm, I put you on speaker to behold, and then you answered. OK, that's better.
[AGENT][NEUTRAL] Go ahead. Yes.
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Um, I am, so to change, to change the bank draft information, um, I'm gonna need to send you a new form for the authorization.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can, yeah, I know. No.
[CUSTOMER][NEUTRAL] Oh boo, I can't just do it on the phone.
[CUSTOMER][NEUTRAL] OK, alright, uh, just send it to me.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] OK, so I can email it or I can put it in the US postal mail, but email's gonna be quicker.
[CUSTOMER][NEUTRAL] Email will be fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You can email it to [PII] and it's all lower case, [PII].
[AGENT][NEUTRAL] And then just
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I will send that there then you can either email the form back to us or you can um fax it um or mail it but yeah.
[CUSTOMER][POSITIVE] Oh cool.
[CUSTOMER][NEGATIVE] I don't fax. Nobody faxes anymore.
[AGENT][NEUTRAL] I know, I know.
[CUSTOMER][NEUTRAL] I haven't used the fax machine on my printer in forever.
[AGENT][NEUTRAL] I hear you, I hear you.
[CUSTOMER][NEGATIVE] If it even has one I, I just bother me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Only doctor's offices, facts. That's crazy.
[AGENT][POSITIVE] That is true. That is true. They, they still like a fact, that's for sure.
[CUSTOMER][NEUTRAL] Mm, that's crazy.
[AGENT][NEUTRAL] All right, [PII]. Well, I'm sending you that form. Do you need anything else?
[CUSTOMER][NEUTRAL] OK uh.
[CUSTOMER][NEUTRAL] No, I just, I'll, I'll get it done and send it back to you. Will it go back to the same email it's coming from?
[AGENT][NEUTRAL] Yeah, it's gonna go back, yeah, it's gonna go back to the care team it's the same email that it's coming from where you'll send it back to.
[CUSTOMER][NEUTRAL] Oh it'll tell me.
[CUSTOMER][NEUTRAL] OK, and I don't expect it. I mean, I know it's the first of the month already, but I've, I've, I'm leaving this account open for another month anyway, so that my, I had this was my basic household account that everything in my life came through, so I'm down to like the last 4 things to get out of it. So anyway, and, and y'all was one of them. I've never used this policy, so y'all made a lot of money off me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, goodness. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've had this policy forever, like a long time. You can see that.
[AGENT][NEUTRAL] Yeah, no, I, I, yeah, no, I do. I see that it's you've had it since [PII], yeah.
[CUSTOMER][NEUTRAL] Yeah, so, well, that's not forever, ever, but it's a kind of a long time.
[AGENT][POSITIVE] Yeah, no, for sure. All right, [PII], well, you have a good rest.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Now, some of the ones I had, I had, I've had since the [PII] and they've changed names three times. So a lot of fun trying to do that.
[AGENT][NEUTRAL] Oh yeah, I know for sure. I hear that. Yeah, yeah, yeah.
[CUSTOMER][POSITIVE] OK, thank you and I will look for the email to come through. Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day. Uh-huh. Bye-bye.