AccountId: 011433970860
ContactId: 9e405abb-95f0-41b2-be15-c182e96b83dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421209 ms
Total Talk Time (AGENT): 137050 ms
Total Talk Time (CUSTOMER): 87598 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/9e405abb-95f0-41b2-be15-c182e96b83dd_20250527T16:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes [PII] I was cut off while ago um what I'm, I'm needing is I want to change, I have auto draft but I've moved and I'm changing the bank and so I need to um.
[CUSTOMER][NEUTRAL] Uh, find out how I need to, to get that changed so it comes out but just from with a different bank.
[AGENT][POSITIVE] OK, I can help you with that. Um, can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] And what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 02559280.
[CUSTOMER][NEUTRAL] It's my husband and mine.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull that up for you and see what we can do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], can I get you to verify your date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And the address and email we have on file?
[CUSTOMER][NEUTRAL] The address is [PII]. And do you need my email?
[AGENT][NEUTRAL] It would be the email we have on file, so whoever is the policy owner owner, or do you have the phone number?
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Uh, Charlie is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, his number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me see what we need to do.
[CUSTOMER][NEGATIVE] I've called before and they were supposed to send me a form but I never got it so I'm calling again.
[AGENT][NEUTRAL] Yeah, the bank draft form.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It will go to that so we can mail it to you so it should come in the mail at the address that we have on file.
[CUSTOMER][NEUTRAL] Alright, let's see
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I can go ahead and send another one,
[CUSTOMER][POSITIVE] OK, that'd be great.
[CUSTOMER][NEUTRAL] And then just fill that out and send it back.
[AGENT][NEUTRAL] Yes, so you can email it to us at care team, so [PII].
[AGENT][NEUTRAL] Or you can fax it in.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Oh, let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The email will be, let me see.
[AGENT][NEUTRAL] Yeah, or you can mail it back to us, let me see what we can do here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So do you need like a voided check or something like that?
[AGENT][NEUTRAL] You will, so you'll probably want to send that in the mail. Let me, let me look at something real quick to see which way would be the, the easiest and the most secured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm fine with doing it that way.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yeah, uh, go ahead and send the email to care team. Uh, let me go ahead and get this sent out to you though. So let's do that while we're on the phone if that's OK with you so we can make sure that it went through. OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And since your husband is the policy owner, it will be in his name, but it, since you have the same address, um, I just want you to be aware that it'll have that one or it'll have his name on it and let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let me make sure that it went through.
[AGENT][NEUTRAL] Taking a moment, but I just wanna make sure that it goes through before we get off the phone. I know it got disconnected last time, so I just wanna make sure.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] All right, it looks like it's sent. Expect that letter, um, probably by the end of the week, OK?
[CUSTOMER][POSITIVE] OK, that sounds great. I appreciate your help.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Alright, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll do it thank you.
[AGENT][POSITIVE] Alright, thank you so much for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Right, bye.