AccountId: 011433970860
ContactId: a09fd344-5853-4361-8e20-368de8d88a1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128258 ms
Total Talk Time (AGENT): 68107 ms
Total Talk Time (CUSTOMER): 41702 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/a09fd344-5853-4361-8e20-368de8d88a1c_20250212T22:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I have, I have a policy with you and I'm needing to get my payment information changed.
[AGENT][NEUTRAL] I'm sorry, you said your payment information?
[CUSTOMER][NEUTRAL] Yeah, um, I'm, my bank changed names and so my routing number is different.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh I see OK yeah we can get that updated um what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] No, I do not.
[AGENT][NEUTRAL] Um, I can start using your social.
[CUSTOMER][NEUTRAL] I'm not gonna give you my social, so I need to find my policy number.
[AGENT][NEUTRAL] Yes, those are gonna be the only ones that I'm able to look for you.
[CUSTOMER][POSITIVE] OK, I'll, I'll look that up and I'll, I'll call you back. Thank you.
[AGENT][NEUTRAL] OK, sure, sounds good thank you well I will say this before you hang up [PII], have you made an account on our online portal before?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Have I? No, I, I don't think I have, no.
[AGENT][NEUTRAL] OK, OK, um, because you can change the your bank information on the online portal as well, um, just, uh, if you wanted to try uh to see if you're able to obviously I won't be able to verify the information if I can't see your account, um, but you could try going on to the portal and doing it that way.
[CUSTOMER][POSITIVE] OK, I might try that. I appreciate it. Thank you.
[AGENT][NEUTRAL] Did you want me to give you that web address?
[CUSTOMER][POSITIVE] Oh yes please.
[AGENT][NEUTRAL] OK, so it's uh the word [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the word [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] So [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] OK, I appreciate it thank you.
[AGENT][POSITIVE] Yeah of course thank you I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye bye.