AccountId: 011433970860
ContactId: 99946180-34fb-4996-8d04-4089ff26b686
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293309 ms
Total Talk Time (AGENT): 101917 ms
Total Talk Time (CUSTOMER): 34504 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/99946180-34fb-4996-8d04-4089ff26b686_20250108T21:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I got a letter saying that my um
[CUSTOMER][NEGATIVE] The payment didn't go through.
[CUSTOMER][NEUTRAL] My, I'm it was out of my mom's account and she passed away and so I, I didn't even think about it so I just saw the letter.
[AGENT][NEUTRAL] Mhm. Um,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um banking information?
[AGENT][NEUTRAL] Uh yes. Uh, so I would need to pull up your policy number first. Do you happen to have it on hand?
[CUSTOMER][NEUTRAL] It's number 98.
[CUSTOMER][NEUTRAL] 179004
[AGENT][NEUTRAL] 981790-004. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, let me just a second to look it up.
[AGENT][NEUTRAL] All right, is this for Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, Ms. [PII], so, um, for the bank information if the account number and the routing number are changing, uh, we will need you to fill out a form and send it to us so we can make the change. If we're only changing the account number then we can do that um via phone.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK. I'm not sure what.
[CUSTOMER][NEUTRAL] I don't know what I'm changing. I just need to, yeah, I need to change the checking information.
[CUSTOMER][NEUTRAL] So if that needs a format.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, um,
[AGENT][NEUTRAL] Yes, if we're changing both because we do have a uh the bank information where it was drafted every month um if you would like to change um just the account number that we can do that on um via the phone if we're changing all the bank information um I can send you a um electronic funds transfer for you to fill out then you can send us back.
[CUSTOMER][NEUTRAL] Can you email it to me?
[AGENT][NEUTRAL] Mhm, yes, I can, um, um, just a second to.
[AGENT][NEUTRAL] Look up what information we have.
[AGENT][NEUTRAL] Is [PII] a good email address that we can use?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Sorry, it was hard to hear you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, Ms. [PII], just give me one minute and I will work on the email for you.
[AGENT][NEUTRAL] Alright, I have just sent it to you and let me know if you receive it.
[CUSTOMER][POSITIVE] Yes, I got it.
[AGENT][NEUTRAL] All right, once you got it filled out, you can return it back to me and I, I will be able to go ahead and change your bank information. Is there anything else that I can help you with, Miss [PII]?
[CUSTOMER][POSITIVE] No, I'll get that done right now. Thank you.
[AGENT][POSITIVE] Alright, thank you for calling APL and I hope you have a nice day.