AccountId: 011433970860
ContactId: 8e4b628e-a7b6-4a30-bdbd-7a0a3082a941
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332450 ms
Total Talk Time (AGENT): 106945 ms
Total Talk Time (CUSTOMER): 161390 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/8e4b628e-a7b6-4a30-bdbd-7a0a3082a941_20250210T19:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good morning, [PII]. Um, I was needing to speak with someone. Uh, we have an American public life, um, cancer and specified disease policy, and we are changing our banking account on that, so I was needing assistance with that, please.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely. Happy to help. Uh, do you by chance have your policy number?
[CUSTOMER][POSITIVE] Yes, I do. It's right here on the policy. It is.
[CUSTOMER][NEUTRAL] Um, A 00.
[CUSTOMER][NEUTRAL] 83894
[AGENT][NEUTRAL] OK. Give me just a moment here. Let me pull this up.
[AGENT][NEUTRAL] All right. I believe I've got that pulled up here. Can I just verify your first and last name and your date of birth?
[CUSTOMER][NEUTRAL] Uh my name is [PII] Last name is [PII] My date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my husband's name is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][POSITIVE] All right, thank you so much. Let's see and then what's the address we should have on file?
[CUSTOMER][NEUTRAL] OK, uh, that probably needs to be updated. Um it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, yeah, it looks like we had a different one on here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] And did you guys change banks completely?
[CUSTOMER][NEUTRAL] Uh well, uh we do have, I mean for now we still have an account at the Vista Bank where we're having it withdrawn right now, but ultimately we probably will, you know, change it to this new one, we're kind of getting trying to get it all.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, changed over, so, uh, but for now it's fine and I did not go to my bank statement and see what day of the month that y'all withdraw our payments so I wasn't sure when we could make it effective. It might have to be next month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so really all I need what I need to do is I was just curious so like if the routing number just changed we can update that but if you need to change banks it's not a big deal we just need to send you a form to have that completed and then you can um you can get that back to us either in the US postal mail or it can be faxed back but yeah we just need that filled out to change that information.
[CUSTOMER][NEUTRAL] Probably.
[CUSTOMER][NEUTRAL] 00, OK.
[CUSTOMER][POSITIVE] OK, that's no worries. This other one's gonna be open for a while because we have some things, you know, that'll probably continue to go through there, but um, anyway, we did want to change this one up they're trying to get it organized. All these things are over here and some of these are over here, you know how that goes, trying to get it all straight.
[AGENT][NEUTRAL] Yes, ma'am. Uh.
[AGENT][NEUTRAL] Yeah, absolutely. Did you want this form sent to you uh via email or do you want it sent in the US postal mail?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Um, actually you can do an email that might kinda expedite it and then we can mail it back to you, um, if that works. OK. Uh my email is [PII]
[AGENT][POSITIVE] Yeah, absolutely. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I will get this form sent over to you and the fax number and mailing address are on the form, so whichever way you decide to get that sent back to us.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Oh, OK, OK, that'll be great. Well, you've been very helpful and kind, so I do appreciate your help, [PII].
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Not a problem.
[AGENT][POSITIVE] My pleasure. Thanks for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Well, thank you. You too, [PII]. Bye-bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.