AccountId: 011433970860
ContactId: 819f7d9d-d2dc-4db9-b183-1580ed316e7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195139 ms
Total Talk Time (AGENT): 106346 ms
Total Talk Time (CUSTOMER): 59142 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/819f7d9d-d2dc-4db9-b183-1580ed316e7b_20250107T18:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, this is [PII]. I need to, um, find out what I need to do. The bank that I use, um, changed companies and my routing number is different for my, um, payment.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you. OK, yes, I will help you with that for your draft payment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] Well, it's cancer is a, a cancer policy, I think.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, yeah, we'll take a look at that um really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEGATIVE] No, not with me.
[AGENT][NEUTRAL] OK, um, I can start choosing your social.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right, and [PII], just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address that we've got on file for you. uh, looks like it is an [PII] account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's in [PII].
[AGENT][NEUTRAL] Got you. OK, thank you for verifying that information, [PII]. Bear with me just a moment. Now is this, um, I know you said that the different routing number, is it the same account number? It's just the routing number that's changed?
[CUSTOMER][NEUTRAL] It's just the routing number.
[AGENT][NEUTRAL] OK, OK, give me just a moment here.
[AGENT][NEUTRAL] OK, so I am going to, I will send you a form that you'll have to fill out to us. I can email that to you if that's quicker. I can also fax and mail if you'd prefer, um, and then you could just send it right back to us once it's completed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, email is fine.
[AGENT][NEUTRAL] OK, uh let's see.
[AGENT][NEUTRAL] Is this [PII], is that the best one to send it to?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK alrighty I will get that sent to you and again you can uh send that right back um you should be able to just send it back to the email that you got it from uh but I'll go ahead and give that to you anyway just in case let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, so it's care team, so [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Alrighty. Was there anything else I could help you with? Yeah.
[CUSTOMER][POSITIVE] All right. I appreciate it.
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] Alright, well thanks for calling APL hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK, you too. Goodbye.
[AGENT][POSITIVE] Thank you, bye bye.