AccountId: 011433970860
ContactId: 8e7a52d8-fae4-4c15-82a5-b46e0f11b9cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 655719 ms
Total Talk Time (AGENT): 117894 ms
Total Talk Time (CUSTOMER): 169777 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/8e7a52d8-fae4-4c15-82a5-b46e0f11b9cc_20250310T15:44_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], this is [PII].
[CUSTOMER][NEGATIVE] And I, I have had a um someone scammed my, my
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, debit card and I have had to change my.
[CUSTOMER][NEUTRAL] Uh, banking account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so I was wanting to give you my new um account number so that y'all could.
[CUSTOMER][NEGATIVE] Get your, get my money.
[AGENT][NEUTRAL] OK. What's your, uh, give me your name and policy number?
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It, it may be under [PII]. He's deceased now, but he is, uh, that's who I, the policy number is 646-042.
[AGENT][NEUTRAL] Mhm and what's a good phone number for [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] OK, so the policy that you gave me is not, that's an older policy number. Let me give you the current policy number for your dental policy.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, I must have.
[CUSTOMER][NEUTRAL] See what, let me
[AGENT][NEUTRAL] No rush.
[CUSTOMER][NEUTRAL] I'm fine to type a bit here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] And you stated that you want to change, or you just changing the account number, or are you changing the routing and the account number?
[CUSTOMER][NEUTRAL] The routing is the same.
[AGENT][NEUTRAL] OK, you're just changing the, the account number.
[CUSTOMER][NEUTRAL] I'm, I'm just changing the account number.
[AGENT][NEUTRAL] Got it, one moment please.
[AGENT][NEUTRAL] All right, and what's your current account number?
[CUSTOMER][NEUTRAL] OK, it's
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that your new one, the one you're changing to?
[CUSTOMER][NEUTRAL] Yes, this is the new one.
[AGENT][NEUTRAL] That whole number is an account number?
[CUSTOMER][NEUTRAL] Yes, that's what she has on, on this paper, the [PII], the last six numbers is what I have to give them to.
[CUSTOMER][NEUTRAL] Deposit money in, but the whole thing is.
[CUSTOMER][NEUTRAL] What she has down on here for my account number.
[CUSTOMER][NEUTRAL] So that I don't know.
[AGENT][NEUTRAL] OK, what was your previous account number?
[CUSTOMER][NEUTRAL] OK, hold on, let me grab my.
[CUSTOMER][NEUTRAL] So I'm having to get new checks too.
[CUSTOMER][NEGATIVE] I'm having to change everything.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] It's like a nightmare with it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, yeah, there's, it's not as many.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Not as many numbers on it now as well I mean there's a lot more numbers on it now than what it was. It was 005.
[CUSTOMER][NEUTRAL] 87,530.
[AGENT][NEUTRAL] OK, that's what I see is the old one. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So 1003.
[AGENT][NEUTRAL] 000.
[AGENT][NEUTRAL] 0979467
[AGENT][NEUTRAL] Is what I'm going to enter 1003.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 000.
[AGENT][NEUTRAL] 0979467.
[CUSTOMER][NEUTRAL] Wait a minute, let me.
[CUSTOMER][NEUTRAL] I think you got it, but it.
[CUSTOMER][NEUTRAL] We got the zeros in there, right? Um, OK, it was 100.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, then it's.
[CUSTOMER][NEUTRAL] I'm making this simpler then it's 300.
[CUSTOMER][NEUTRAL] Then it's 200.
[CUSTOMER][NEUTRAL] And it's 979.
[CUSTOMER][NEUTRAL] 467.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I'm showing it's been updated to 100.
[AGENT][NEUTRAL] 300
[AGENT][NEUTRAL] 00979467.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] And your name again?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] First initial last name is [PII], and did you have any other questions I can help out with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That sounds great. You took care of what we needed to do. Just wanted, wanted to where we had it where y'all can get your money.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Right, exactly. All [PII]. Well, thank you, [PII] for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Uh thank you [PII].
[AGENT][NEUTRAL] Uh, and is this a, this is a checking account, isn't it?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Ma'am, that's, that's.
[AGENT][NEUTRAL] This is a, a check, a checking account.
[CUSTOMER][NEUTRAL] Yes, that's a checking account.
[AGENT][POSITIVE] OK. OK, very good. All [PII], anything else?
[CUSTOMER][POSITIVE] I think it's got me.
[AGENT][POSITIVE] All right, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you.