AccountId: 011433970860
ContactId: 99721b63-ac68-46af-9675-3cb3bef08464
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377519 ms
Total Talk Time (AGENT): 104103 ms
Total Talk Time (CUSTOMER): 130435 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/99721b63-ac68-46af-9675-3cb3bef08464_20250403T19:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I've got uh some policies with you. They're under [PII].
[CUSTOMER][NEUTRAL] I don't know if you can pull it up by my name.
[AGENT][NEUTRAL] OK, let me check.
[AGENT][NEUTRAL] Hold on just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There are 2 [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, while I'm pulling that up, can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you, Mr. [PII].
[AGENT][NEUTRAL] [PII] and then [PII] is your first name.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing
[AGENT][NEUTRAL] A dental policy, but it's been canceled since [PII].
[AGENT][NEUTRAL] Uh, do you have a policy number or anything?
[CUSTOMER][NEUTRAL] Uh, I don't.
[AGENT][NEUTRAL] Or could it be a junior or senior?
[CUSTOMER][NEUTRAL] I don't have my
[CUSTOMER][NEGATIVE] I shouldn't be, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't have my policies with me. I don't think let me see.
[CUSTOMER][NEUTRAL] Uh, got a cancer and intensive care policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there another way to look them up? I don't know where my policies are.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it is under Junior.
[AGENT][NEUTRAL] Uh, let's see. I'm showing you have.
[CUSTOMER][NEUTRAL] It is OK he.
[AGENT][NEUTRAL] I'm showing
[AGENT][NEUTRAL] I'm showing you have 3 policies with us. Uh, can you, um, verify your information for me, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well that's why I'm calling my my bank accounts got hacked, so that is coming right out it's coming out of my bank account. I gotta change the bank account it comes out of. Can we do that on the phone?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, is it, is it through the same bank with the same routing number?
[CUSTOMER][NEUTRAL] Yes, it's through bank plus just a different account number. They had to close all my old accounts and open up new ones.
[AGENT][NEUTRAL] Yes, we can do that over the phone. um, can you verify your date of birth and address for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Where the old email was um.
[CUSTOMER][NEUTRAL] I don't remember exactly which one you have. It's either gonna be [PII].
[CUSTOMER][NEUTRAL] If that's not it, I got another one.
[AGENT][NEUTRAL] I've got [PII].
[CUSTOMER][NEUTRAL] OK, that's gonna be [PII].
[AGENT][NEUTRAL] OK. And did you need us to change that?
[CUSTOMER][NEUTRAL] Yes, if you would, I got a new email too. I had to change everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what's your new email address?
[CUSTOMER][NEUTRAL] My new email is [PII].
[CUSTOMER][NEUTRAL] 57
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I have that updated for you.
[AGENT][NEUTRAL] OK, and how can I help you with your policies today?
[CUSTOMER][NEUTRAL] Well I just need to change the checking account it's being drafted out of.
[AGENT][NEUTRAL] OK, can you verify the routing number and then we can change the account number?
[CUSTOMER][NEUTRAL] Uh, it's gonna be the same routing number you have, and I don't have a check with me right now. Um, you have to have that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what's the new account number then?
[CUSTOMER][POSITIVE] I can use.
[CUSTOMER][NEUTRAL] The new account number is gonna be.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me repeat that back to you. I've got [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK. I do have that changed for you and it'll draft on that on the next draft date, which will be Monday.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else that I can help you with today, Mr. Go? Yes, sir. Mhm.
[CUSTOMER][POSITIVE] OK, I got it in time, OK.
[CUSTOMER][POSITIVE] That, that's it. I, I appreciate your help.
[AGENT][POSITIVE] All right, well, thank you for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Mm thank you. Goodbye.