AccountId: 011433970860
ContactId: 94e1dded-b591-404c-90dc-741a0bcca7b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1180689 ms
Total Talk Time (AGENT): 231355 ms
Total Talk Time (CUSTOMER): 285366 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/94e1dded-b591-404c-90dc-741a0bcca7b0_20250205T20:27_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yeah, maybe. I'm not sure if I've got the right place or not. Uh, I have got a life insurance policy that I've had for 60 years, I think.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh the uh premium has been deducted from my checking account uh all these years and recently uh my bank that I had was bought out by another bank so I've had to change all of my um EFTs to come out of this new bank so uh can you help me with that or?
[AGENT][NEUTRAL] OK, um, if it's a totally new bank, we will need something in writing, but I can go ahead and get that for you and send it over, OK? Um, do you have the policy number of the life policy?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, you ready?
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, it's AR.
[CUSTOMER][NEUTRAL] 25292
[AGENT][NEUTRAL] OK, let me try that one moment.
[AGENT][NEUTRAL] Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you see any other numbers besides that one?
[CUSTOMER][NEUTRAL] Uh, hold on just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, those are the only numbers I see.
[AGENT][NEUTRAL] Mm, OK. Um, let me have the spelling of your last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the spelling of your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, Mr. [PII], for security, may I have your date of birth, mailing address, and email address on file?
[CUSTOMER][NEUTRAL] OK, I, uh, I didn't catch all that you broke up.
[AGENT][NEUTRAL] I'm so sorry. I need your date of birth, mailing address and email address on file.
[CUSTOMER][NEUTRAL] Uh, OK, my, uh, birth date is [PII].
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you still have the email [PII]?
[CUSTOMER][NEUTRAL] No, that's the old, uh, email address. I've got a new one now.
[AGENT][NEUTRAL] OK, what's the new one?
[CUSTOMER][NEUTRAL] Alright, it's the same, same letters [PII].
[AGENT][NEUTRAL] My [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so there is a form that needs to be filled out with the new information of the bank if it's a totally new banking institution.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I can go ahead and send that out to you by mail, um, by fax or by email, which one is the best way to send it back to you?
[CUSTOMER][NEUTRAL] Uh, it'd be quicker to do an email with it?
[AGENT][NEUTRAL] OK, yes, I can do the email. All right. And so you're changing from Bank Plus to another bank, correct?
[CUSTOMER][POSITIVE] Right, correct.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. All right, let me go ahead and send this out to you. Uh, let me send this email to you, OK? Do you mind holding for me?
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, um, Mr. [PII], you want, um, do you wanna check and see if you received that email?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, alright, hang on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, and I got it.
[AGENT][POSITIVE] OK, perfect. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] Mm no.
[AGENT][NEUTRAL] Yeah, all you need, yeah, you need to do is just fill it out and send it back to us so we can go ahead and update our system.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh, where do I send it back to?
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The uh the address at the top of the page that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, now the uh premium may be coming due before uh this gets back to you.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, let me check on that.
[CUSTOMER][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] But let's see
[AGENT][NEUTRAL] Mm, OK, so it's on the [PII]. OK, let me go ahead and stop this um draft for now, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's gonna be one more minute, OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][POSITIVE] Thank you for calling APL.
[CUSTOMER][NEUTRAL] This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII] how are you?
[CUSTOMER][POSITIVE] Doing good. How are you?
[AGENT][NEUTRAL] I'm good. This is all. Um, I have a question. I have a member on the line that, um, he wanted to change, you know, his draft information. I already sent the email with the form and everything and all that good stuff. Now, um, the draft is gonna take place on the [PII], and he said that that banking institution has been closed, um, well, the bank, the account and everything has been closed, so, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do we cancel those or do we transfer those to be canceled?
[AGENT][NEUTRAL] I, I'm looking at the instructions, but I don't, I don't, I didn't see anything to say that we can cancel that.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] To cancel the draft.
[AGENT][NEUTRAL] Yeah, because you don't want it to take out on the [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, we can probably change.
[AGENT][NEGATIVE] Because it's gonna be returned.
[CUSTOMER][NEUTRAL] Mhm, yes, we can change the date, but even though it will still try to draft from the account and it will come back.
[CUSTOMER][NEUTRAL] And unless uh until he sends us the new information for the bank, um we will be able to change it, but in the meantime, it will still go through.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, so there's nothing we can do to stop that one,
[CUSTOMER][NEUTRAL] Mm, no.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Oh, I thought I know there's nothing here saying that we can stop it, but I, I thought we can, uh, OK, OK.
[CUSTOMER][NEUTRAL] We could, we could
[CUSTOMER][NEUTRAL] Probably move the date to the end of the month, but still, I mean, if we move it to the end of the month, it, it will charge at the end of the month if he hasn't sent us.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The new bank um information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, it looks like he's gonna send it as soon as possible. That's why he wanted by email, um, but, um, yeah, I guess let's change the date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I can go ahead and change it.
[AGENT][NEUTRAL] OK, um, yeah, and my policy number is, uh, let me get that. I'm sorry.
[AGENT][NEUTRAL] Can you hear my grandbaby crying?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] A little bit.
[AGENT][NEUTRAL] Sorry, OK, uh, the policy number is 152,280.
[CUSTOMER][POSITIVE] You're good.
[CUSTOMER][NEUTRAL] 280. OK. And it's for [PII].
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I can go ahead and take the call and change that date for him.
[AGENT][POSITIVE] OK, let me just put him in and let him know that you're gonna make the change for him, OK? Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII]. I got Ms. [PII] on the line and she's gonna assist you with the recent draft information, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Good afternoon, Mr. [PII].
[CUSTOMER][POSITIVE] Hey how you doing? Hello, I'm doing great how are you doing?
[CUSTOMER][POSITIVE] Doing pretty good.
[CUSTOMER][NEUTRAL] All right. I was just advised that you are changing bank information. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am, it is. And that you would like us to stop the charge from this old account that we have here.
[CUSTOMER][NEUTRAL] Correct. OK. Unfortunately, we can't stop the charge um because that will be pretty much meaning that we will cancel the policy. We don't want to do that. So what I can do is move the draft date to the end of the month. That way it gives you time for you to send us back the new bank information. And um so that way we can also update it in the meantime. Does that sound good?
[CUSTOMER][NEUTRAL] Yeah, that'd be fine. All right. I will just be pushing that date to the end of the month. Um, that will be marked as, uh, [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, Mr. [PII], I already have, I've went ahead already and updated for you. Is there any other question that I can help you with?
[CUSTOMER][NEUTRAL] Well, that's all I needed to do was just straightened out with this new bank.
[CUSTOMER][POSITIVE] All right. Well, thank you for calling APL and if there's nothing else that I can help with, I hope you have a nice day.
[CUSTOMER][POSITIVE] OK, thank you. You too. Thank you. You too. All right. Bye-bye. Bye-bye.