AccountId: 011433970860
ContactId: 92cbb535-d96f-45e9-89d2-9c0d53371ca5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298190 ms
Total Talk Time (AGENT): 86273 ms
Total Talk Time (CUSTOMER): 127320 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/92cbb535-d96f-45e9-89d2-9c0d53371ca5_20250619T20:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Uh, I have a policy with y'all and I don't have the number on it, but um, I'll give you my social security number and all that, but what I'm needing to do with it is change the bank account that the account is being drafted on.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK. Do you have your social?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yes, my social is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Not sure how it's listed [PII] or [PII] or something like that.
[AGENT][NEUTRAL] OK, uh, give me just a moment.
[AGENT][NEUTRAL] OK, then, Mr. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Um, let's see here.
[AGENT][NEUTRAL] OK, and are you changing, are you changing banks or just changing your account number?
[CUSTOMER][NEUTRAL] It's really just changing account number, but I think the bank routing number has also changed. Uh, I was told that when I gave the information to someone else, but the name of the bank is Cadence Bank, C A D E N C E.
[CUSTOMER][NEUTRAL] Let me give you the routing number that way it'll be clarified.
[AGENT][NEUTRAL] Um, well, if it, if it has
[CUSTOMER][NEUTRAL] I'll tell you when you say.
[AGENT][NEUTRAL] If if the routing number and the account number have changed, I'll need to send you a form.
[AGENT][NEUTRAL] Um, do you want me to, do you have an email address you'd like me to send it to, or do you want me to mail that out to you?
[CUSTOMER][NEUTRAL] Well, um,
[CUSTOMER][NEUTRAL] What would I have to do if you emailed it to me?
[AGENT][NEUTRAL] Um, you'd have to print it off and then send it back to us.
[CUSTOMER][NEUTRAL] I'll mail it back to you.
[AGENT][NEUTRAL] Um, or facts.
[CUSTOMER][NEUTRAL] Uh, my
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] See my fax machine broke. I'm, I'm an old guy and I'm retired so I don't do none of that stuff anymore and I've basically forgotten how.
[AGENT][NEUTRAL] Oh, I understand.
[CUSTOMER][NEUTRAL] Uh, just go ahead and mail it to me, but let, let me tell you what the account numbers and all that is because see it we won't get it back in the mail to you before it's due again. It's due on the [PII] of the month.
[AGENT][NEUTRAL] OK, hold on just a second. Uh let me check something real quick.
[AGENT][NEUTRAL] Um, you can also email the form if that's easier.
[AGENT][NEUTRAL] You don't have to fax it.
[CUSTOMER][NEUTRAL] Well, see, I
[CUSTOMER][NEGATIVE] Well see my doggone printer don't work.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So I can print it out.
[AGENT][NEUTRAL] Sure. OK. Um, OK, yeah, let me, uh, I'll get that in the mail to you today. Usually takes a few working days. Um,
[AGENT][NEUTRAL] And then if you'll fill that out and complete that.
[CUSTOMER][NEUTRAL] Would it
[CUSTOMER][NEUTRAL] Will I, will you get it back by the [PII] of the month?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] This is a [PII]
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] Yeah, it, it should, we should receive it back by then, yeah, it should be before then, um, because you should receive it. I'll send it today. I suspect you'd probably receive it maybe by the [PII] and then if you'll mail that back to us, we should get it, um, in plenty of time.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, alright I'll just put on in the mail, OK, and uh I'll mail it back to you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, anything else I, OK, thank you so much for calling APL. I hope you.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] OK. Have a great afternoon.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, same to you bye bye.
[AGENT][NEUTRAL] Bye bye.