AccountId: 011433970860
ContactId: 9320add6-c89b-4f34-a8c4-541f2f9a7cf7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 463209 ms
Total Talk Time (AGENT): 174225 ms
Total Talk Time (CUSTOMER): 147172 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/9320add6-c89b-4f34-a8c4-541f2f9a7cf7_20250310T14:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Uh, yes, good morning. How are you today?
[AGENT][POSITIVE] Good morning. I'm doing well how are you doing today?
[CUSTOMER][POSITIVE] Well, so far so good. I appreciate that. Uh, just a simple little phone call uh I need to change my bank draft form uh on one of my policies if you don't mind if you could help me with that.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] Yes, sir. I can help you with um getting your bank information corrected. What is your name and your callback number?
[CUSTOMER][NEUTRAL] All right. My name is uh [PII]
[AGENT][NEUTRAL] Thank you. And then can you please give me the number you're calling from just in case we get disconnected?
[CUSTOMER][NEUTRAL] Call me.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Certainly. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Policy number is 817.
[CUSTOMER][NEUTRAL] 0692
[AGENT][NEUTRAL] OK let me look that up real quick.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, you said your policy number is 8170692?
[CUSTOMER][POSITIVE] Correct, uh-huh.
[AGENT][NEUTRAL] And that policy number is not pulling in for me 8170692.
[CUSTOMER][NEUTRAL] Yeah, that's, that's.
[AGENT][NEUTRAL] Do you have your social security number and I can look it up that way?
[CUSTOMER][NEUTRAL] Sure, uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me find it that way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I think I have you pulled up now. Can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] OK, can you
[CUSTOMER][NEUTRAL] Oh, yeah, certainly. Um, [PII].
[AGENT][NEUTRAL] Thank you. And then I'm also going to need for you to verify your
[CUSTOMER][NEUTRAL] Can you verify that that um
[CUSTOMER][NEUTRAL] Oh, I'm sorry. I was gonna ask you, can you verify was, is that policy number correct? the number I gave you?
[AGENT][NEUTRAL] Yes, I can verify that but first.
[CUSTOMER][NEUTRAL] 817
[AGENT][NEUTRAL] First, we need to verify your address and your email address for security reasons.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Certainly, certainly. OK. Email is um [PII], all one word.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your physical address please, sir?
[CUSTOMER][NEUTRAL] Uh, certainly, uh, [PII].
[AGENT][POSITIVE] Thank you, sir. I appreciate you verifying your policy for me and taking time to do that with me. OK, let me look real quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm showing that the policy that you have with us is uh um.
[AGENT][NEUTRAL] Let me double check. Looks like an accident policy.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Make sure.
[AGENT][NEUTRAL] Yes, it is an accident policy that um
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Was taken out in [PII].
[CUSTOMER][POSITIVE] Oh, that was a good year.
[AGENT][NEUTRAL] It's been here a while. Yes, sir. Yes, sir. And um,
[CUSTOMER][NEUTRAL] And, and you know what, I haven't had an accident yet.
[AGENT][POSITIVE] Uh, that's awesome, that's awesome.
[AGENT][NEUTRAL] OK, so looking at the policy, the policy number is 73193.
[CUSTOMER][NEUTRAL] Whoa, I need to write that down. Could you say that one more time?
[AGENT][NEUTRAL] Yes, sir. It's 731-93.
[CUSTOMER][NEUTRAL] 773193
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, well, that nice, all right.
[AGENT][NEUTRAL] OK. And you said that you're wanting to change the address of um
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, the bank draft, just the bank draft. I've got a different account, yes ma'am.
[AGENT][NEUTRAL] The bank
[AGENT][NEUTRAL] OK, is the transit number going to remain the same?
[CUSTOMER][NEUTRAL] Uh, the transit number, not sure what that means.
[AGENT][NEUTRAL] The routing number is it gonna remain the same?
[CUSTOMER][NEUTRAL] Oh no no it it it's gonna be different.
[AGENT][NEUTRAL] OK, so what I'm going to need to do for you, sir, is email you a new bank authorization form so that you can fill that out you can bill it back to us and we'll take care of it from there for you, um, yes, yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh wonderful, wonderful that's exactly what I had in mind.
[AGENT][NEUTRAL] Yes sir. OK, so it's gonna be a brief hold. I'm gonna go ahead and send that email to you while we're on the phone together, so I'm gonna put you on a quick hold while I get it ready and submit it to you, OK? All right, thank you sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much. OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Mr. [PII], I've got that bank authorization form on the way to you now.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right. I appreciate that and I'm gonna log in and uh take care of it. So thank you for your help.
[AGENT][POSITIVE] You're very welcome sir I hope you have a wonderful day today is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Uh, no, ma'am. You did a great job. Thank you very much.
[AGENT][POSITIVE] Thank you, sir. I appreciate that. You have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You too. All righty. Bye-bye.
[AGENT][NEUTRAL] All right. Bye-bye, sir.