AccountId: 011433970860
ContactId: 86a8ed20-5028-48be-ab41-fd39e12a0150
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350799 ms
Total Talk Time (AGENT): 104331 ms
Total Talk Time (CUSTOMER): 105398 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/86a8ed20-5028-48be-ab41-fd39e12a0150_20250428T20:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I have, um, we have insurance, life insurance, and I needed to change the routing and the checking account number that the payment is being withdrawn from.
[AGENT][NEUTRAL] OK. Yes, ma'am, I can help you with that. Now, do you have that policy number?
[CUSTOMER][NEUTRAL] 2141573
[AGENT][POSITIVE] Thank you and what is your name ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you mind if I get a callback number from you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. I appreciate that. Let's see.
[AGENT][NEUTRAL] Um, and who is the insured on this account?
[CUSTOMER][NEUTRAL] Um, my husband, [PII], I usually speak to a dinner for Mursa. Is she available?
[AGENT][NEUTRAL] Um, I don't know that last name.
[AGENT][NEUTRAL] Uh, no, ma'am. Um, I think she must.
[CUSTOMER][NEUTRAL] She's with Universal Trucking.
[AGENT][NEUTRAL] Uh, she must be with Universal tracking and we are APL.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Let's see. Now, I do.
[CUSTOMER][NEUTRAL] Are you able to transfer me to her?
[AGENT][NEUTRAL] I, I will need to transfer you over to her. Yes, ma'am. Um, yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. You are welcome. Uh is there anything I can do for you before I transfer you?
[CUSTOMER][POSITIVE] No, not right now, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Thank you, Ms. [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Capital Group ETBA.
[AGENT][NEUTRAL] This is [PII] from ATL. I have a lady. Good afternoon. How are you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] Good, thank you. Um, I have a lady on the phone and she was telling me that she usually speaks with [PII] at UTBA and she wanted to speak with her, um, so just letting you know, um, but I do have her on the line. I mean, I need to transfer her if that's OK. Um, but she was calling on behalf of [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. Yeah.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] [PII], got it.
[AGENT][NEUTRAL] That's the first thing she said. I usually speak with [PII] and I was like, oh no.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] She's probably just has the wrong phone number.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Did she say what she needs?
[AGENT][NEUTRAL] She was wanting to change the routing number and the, the bank information that the um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The premium is hailed from.
[CUSTOMER][NEUTRAL] OK, you can send her over please.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] No, they asked me if I'm Spanish. I don't know why. I can't open it.
[CUSTOMER][NEUTRAL] Well, mostly Italian.
[CUSTOMER][NEUTRAL] Yes Ma'am, hello, hey, hey, I'm gonna switch you over to [PII]. Hang on just a second, OK?
[CUSTOMER][POSITIVE] OK, thank you. You bet.
[CUSTOMER][NEUTRAL] It was [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Well, it's like.
[CUSTOMER][NEUTRAL] It's done.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] That's why out here is like this.
[CUSTOMER][NEUTRAL] You have reached the desk of [PII] at [PII]. I'm unable to come to your call right now. Please leave me a message with your name, your phone number, and a brief description of your need, and I'll call you back as soon as I can. Thank you. Have a nice day.
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling, um.