AccountId: 011433970860
ContactId: 99b14e9c-00b9-422e-8c2b-3923384aeeca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424839 ms
Total Talk Time (AGENT): 150318 ms
Total Talk Time (CUSTOMER): 155389 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/99b14e9c-00b9-422e-8c2b-3923384aeeca_20250424T15:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I have uh uh a draft that comes out for a cancer policy, and intensive care policy, and two lump sum policies. Uh, I need to change my banking on that. I am shutting down my old account and I've opened up a new one and I just need to transfer it over.
[AGENT][NEUTRAL] OK. Do you need to change the whole banking institution or it's just gonna be the policy number where we draft from?
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] It's where you uh you draft from. I don't have that checking account anymore. I've opened up a new checking account, so I need to give you all my new checking information.
[AGENT][NEUTRAL] But it's gonna be with the same bank. You haven't changed banks.
[CUSTOMER][NEUTRAL] Yes ma'am, it's a signed by but it's, it is uh uh another, it's another uh checking account number, the routing number to sign, but the checking account is different.
[AGENT][NEUTRAL] Oh, OK. Gotcha.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perfect. OK. All right. And may I have, do you have the policy number or you don't?
[CUSTOMER][NEUTRAL] Uh, I do. Uh, well, it's, um,
[AGENT][NEUTRAL] With us.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy and certificate, would that be it?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, now I have 4 of them.
[AGENT][NEUTRAL] You can give me just one. We can pull off one.
[CUSTOMER][NEUTRAL] But it all, OK, it all comes out out just one time, you know, it's all added up together. OK, that policy number is 642335.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, may I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. And may I have a callback number just in case we get disconnected, followed by your mailing address and email address on file?
[CUSTOMER][NEUTRAL] OK, it's uh my number is [PII]. You need my address?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII], and can you verify the email address we have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, perfect, thank you.
[AGENT][NEUTRAL] All right, let's see. Let me see how we can change that. OK.
[AGENT][NEUTRAL] Bear with me just a minute. Let me see if I can change it or if I need to get customer service. Let me double check on that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we're doing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Come here, all right.
[AGENT][NEUTRAL] OK, so if you can go ahead and verify that routing number for me.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and then here and what's the new banking number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me make sure that it took it.
[AGENT][NEUTRAL] [PII]. Yes. OK, it's been changed. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] OK. Can you get, will that cover all four policies now?
[AGENT][NEUTRAL] Yes, that is for all of your policies. Mhm. And it looks like the draft date is the [PII] from Candice Bank.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Ma'am, I can't understand, ma'am, I didn't catch that. I'm sorry.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] It's OK. The draft date is the [PII] of each month.
[AGENT][NEUTRAL] And the name of the bank is Candice. Mhm.
[CUSTOMER][NEUTRAL] 15
[CUSTOMER][NEUTRAL] Cadence, C A D E N C E.
[AGENT][NEUTRAL] Cadence, oh yeah, cadence, yes, I'm sorry, yeah.
[CUSTOMER][NEUTRAL] The cadence, uh-huh, yes, ma'am. And that total is gonna be 5667.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me check what is the total here.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let me add this together. I don't see the total charge here, but I can add it together. One moment.
[AGENT][NEUTRAL] 5667.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, that is the total. Mhm.
[CUSTOMER][MIXED] OK, OK. I appreciate this. That was so easy compared to everybody else. I've called. It took me a day to get 11 of mine changed over. It was terrible. Uh, I felt like giving up.
[AGENT][NEUTRAL] 00 well.
[CUSTOMER][POSITIVE] Listen, I appreciate it so much. Thank you.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. I'm so happy this was easy for you. You have a good day, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.