AccountId: 011433970860
ContactId: 86b0f095-e422-4ff9-8e99-8cb88f8d63ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365510 ms
Total Talk Time (AGENT): 195502 ms
Total Talk Time (CUSTOMER): 108887 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/86b0f095-e422-4ff9-8e99-8cb88f8d63ec_20250430T16:05_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I was calling. I have a policy with y'all and I had changed banks and I filled out a new, uh.
[CUSTOMER][NEUTRAL] They had emailed me a deal for to fill out for that. I wasn't trying to make sure I was trying to make sure y'all got that. I don't have my policy number, but I don't, I don't know how you can look it up.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, um, before we proceed, is it possible to get your name and a callback number in the event that we get disconnected and I'll be able to assist you with checking on that information.
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Excuse me, [PII].
[AGENT][NEUTRAL] Next time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that Mr. [PII] and what I can do is I can do a name search if you'll just bear with me one moment while I do that.
[CUSTOMER][POSITIVE] Yeah, no worries.
[AGENT][NEUTRAL] And what state are you currently located in, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, I'm in [PII].
[AGENT][POSITIVE] OK, thank you for that. Bear with me.
[AGENT][NEUTRAL] And you said [PII] was your first name, so that's spelled [PII], is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, let me get up front where I can hear a little better.
[AGENT][POSITIVE] OK, thank you for that.
[CUSTOMER][NEUTRAL] They got air air hoses and everything going out here in the shops.
[AGENT][NEUTRAL] Yeah, those things are pretty loud. All right, I believe I located your information, but I need to verify a few things to make sure this is in fact your policy, Mr. [PII]. Can you verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] They are
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Thank you for that and that is what we have on file and I'm also showing we have an email account. Can you verify that too, please?
[CUSTOMER][NEUTRAL] Uh, should be [PII].
[AGENT][POSITIVE] Thank you again.
[AGENT][NEUTRAL] Um, so did you send this bank form last week or two weeks ago?
[CUSTOMER][NEUTRAL] I think it's been, I don't know, a couple of weeks ago or so.
[AGENT][NEUTRAL] OK, um, it looks like we received the form and we did update the account.
[AGENT][NEUTRAL] What's the name of the bank that you're with now?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It's Centennial or Happy State Bank.
[CUSTOMER][NEUTRAL] But the same
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Uh, no, in [PII]. Well, I don't know what their home address is, but.
[CUSTOMER][POSITIVE] I just do a local branch here but yeah it's Centennial Bank.
[AGENT][NEUTRAL] Let me check and make sure. Let me look at the form. I just wanna make sure everything's right.
[CUSTOMER][NEUTRAL] Yeah, I mean, I can find let's see.
[AGENT][NEUTRAL] Bear with me. It's just when we don't update our, well, let me rephrase that. It's been a minute since we've updated our banking set up screens and some of the banks have old information as far as the names that they've some some of them merged sometimes and a new bank is taking over, so that's why I was trying to verify.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] Um, let me.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so it's Centennial Bank. I'm just gonna double check your account numbers.
[CUSTOMER][NEUTRAL] Yeah, and I have those here I can verify you got the right because I think March.
[AGENT][NEUTRAL] I've got the form. Uh, we did get the form, so I've got that pulled up and I'm checking everything out.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, it looks like we did update it to the new account. Um, you're actually not scheduled to draft until May, so on [PII], you're scheduled for the [PII], but we, we only do them on the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the [PII] and then every [PII] day of the week actually, but anything that's prior to that does get drafted on the [PII], so it should be 2 or 3 business days and you should see it. So no later than the [PII], Mr. [PII], you should have your records updated on the bank side.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and that should cover, I think what was due March and April I believe.
[AGENT][NEUTRAL] It looks like you're paid. Oh you know what? It came out of the new account already because she did it on the [PII] and you drafted on the [PII], so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, you did get March and April that's already came out and you're paid to [PII], so next month you'll just have the [PII] coming out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I just want to make sure everything was good to go so.
[AGENT][NEUTRAL] Oh, no problem. Do you need your policy number, Mr. [PII], before you go?
[CUSTOMER][NEUTRAL] Yeah, what is that number?
[AGENT][NEUTRAL] OK. It's 00.
[AGENT][NEUTRAL] 55
[AGENT][NEUTRAL] 92
[CUSTOMER][NEUTRAL] 99 what?
[AGENT][NEUTRAL] 92.
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] It's 77.
[CUSTOMER][NEUTRAL] OK, so that was 005592777.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, that's what I need.
[AGENT][NEUTRAL] Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] No, ma'am, that should do it.
[AGENT][POSITIVE] Well, thank you for calling APL and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm mm bye bye.