AccountId: 011433970860
ContactId: a0660aa2-a914-4e8a-b675-3f76928d2348
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 496309 ms
Total Talk Time (AGENT): 183038 ms
Total Talk Time (CUSTOMER): 140473 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/a0660aa2-a914-4e8a-b675-3f76928d2348_20250220T23:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, um, this is the 3rd time I've called. I'm trying to get my bank account number changed, my routing number, and they said that they sent me an email to form to change it and to send me my policy, and they haven't, haven't received it.
[AGENT][NEUTRAL] Yes ma'am
[AGENT][NEUTRAL] Oh my.
[AGENT][POSITIVE] Oh, I'm so sorry about that.
[CUSTOMER][NEGATIVE] And then I called back. I called back and then somebody just put me on hold and then hung up on me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I apologize.
[CUSTOMER][NEUTRAL] It was the same girl and she, that's OK. She said she sent it to me but um she put me on hold and then she hung up on me.
[AGENT][POSITIVE] I'm so sorry about that. I apologize, but yes, I will definitely help you. Um, can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] So, anyway, can you help me?
[CUSTOMER][NEUTRAL] But I don't have my policy number. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And Miss [PII], what is uh your social security number and we can get it pulled in that way.
[CUSTOMER][NEGATIVE] OK, I hate doing that, but I had to give her it too. I hate repeating all of this stuff to people. Um [PII].
[AGENT][NEUTRAL] OK, let me pull it up.
[AGENT][NEUTRAL] OK Ms. [PII], for security reasons can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then I'll also need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Can you tell me what the email address you have there is?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] What's the first part of it?
[AGENT][NEUTRAL] Well, I'll need for you to give me that first part of it so that I can verify the policy.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Oh, I was wanting you to verify that you knew at least that much. [PII].
[AGENT][NEUTRAL] Yes, ma'am. That's the one I have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is your physical address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you. And then also your phone number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and then if our call gets disconnected is that a good number to call you back on? OK, good.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, I'll make sure.
[AGENT][NEUTRAL] Hopefully nothing will happen, but I wanna make sure I get you the help that you need.
[CUSTOMER][NEUTRAL] OK, I'm needing to change my routing number on my bank.
[CUSTOMER][NEUTRAL] Is what I'm needing to do.
[AGENT][NEUTRAL] OK, so I am going to email you a bank authorization form while we're on the phone together, OK? So I'm gonna put you on a brief hold while I get that email together yes ma'am.
[CUSTOMER][POSITIVE] OK, I appreciate that.
[AGENT][POSITIVE] And I'll be right back while I work up that email for you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII].
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, is this, is this going to be for.
[AGENT][NEUTRAL] Because I've got two forms I can send, is this gonna to have your payments drafted?
[CUSTOMER][NEGATIVE] I'm sorry, you're cutting out. Excuse me, this is where, yeah, my payment every month is drafted.
[AGENT][NEUTRAL] Oh, no. Yes.
[AGENT][NEUTRAL] OK, alright, I'm sending that. I'm clicking yes ma'am, I can hear you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you there, Ms. [PII]? OK, I've just sent that email.
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] OK, I've just sent that email to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's wait a minute to see if you get it.
[CUSTOMER][NEUTRAL] OK, I was also wondering what my policy was too, and um she was gonna send me my policy too.
[AGENT][NEUTRAL] OK. So your, your policy number.
[CUSTOMER][NEUTRAL] Cause I've, I've, I've had this first so.
[CUSTOMER][NEUTRAL] Excuse me, I'm sorry.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And would you like your policy number now over the phone too?
[CUSTOMER][POSITIVE] Yes, if you don't mind that'd be great.
[AGENT][NEUTRAL] Yes ma'am, it's 83773.
[CUSTOMER][NEUTRAL] OK, and I was wanting my policy sent to me because I've had this for so long. I don't even know really what it covers.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm going to um
[AGENT][NEUTRAL] Request that a policy be mailed to your home address. Also, Miss, Miss, uh, [PII], we have an online service center where you can see a copy of your policy and get copies of your cards there. Also, would you like that, uh, address so you can sign up for the online service center?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, it's [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And in the meantime I've ordered a policy to be mailed to your home address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I, I got the um.
[CUSTOMER][NEUTRAL] I got the bank authorization form, so yes, I got it this time.
[AGENT][POSITIVE] Yay, yes, thank [PII]. OK, you're very welcome, Miss [PII].
[CUSTOMER][POSITIVE] So yeah, I appreciate it very much.
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][POSITIVE] It's no problem at all. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. I appreciate it. Thank you.
[AGENT][NEUTRAL] You have
[AGENT][POSITIVE] You're welcome you have a good day too, and thanks for calling APL Miss [PII], bye bye.
[CUSTOMER][NEUTRAL] OK, bye-bye.