AccountId: 011433970860
ContactId: a2814858-2080-4626-abf5-ed8fdc9bf428
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1116180 ms
Total Talk Time (AGENT): 329571 ms
Total Talk Time (CUSTOMER): 131956 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/a2814858-2080-4626-abf5-ed8fdc9bf428_20250328T21:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, this is [PII]. I was calling.
[CUSTOMER][NEUTRAL] To check to see if I give you my banking account number, my new one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So you can draft it out in April?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're changing just the policy number for your bank account or you're changing the whole um account, like the whole bank institution?
[CUSTOMER][NEUTRAL] The whole bank, it's a different bank.
[AGENT][NEUTRAL] OK, Ms. [PII], if it's a different bank, we have a different method of sending that information in. Um, may I have a callback number just in case we get disconnected and the policy number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy numbers.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Hold on, let me see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I yeah, OK, right here.
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] 49
[CUSTOMER][NEUTRAL] 3148 is one of them.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] OK, that's good. Thank you.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] OK. Ms. [PII], for security, may I have um the mailing address on file and your date of birth?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Your date of birth for security.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, um, there is a form that you have to fill out and send to us. Um, do you want me to send this form out to you by email, by fax, or how you want me to send it or you want to get it through our website?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess you can try the email I'll see if I can do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, what is the email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. All right. OK. Let me go ahead and send this email with that form, OK? Do you mind holding for me while I do this while I got you on the line?
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] OK. Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. OK, I went ahead and send that over to you. Um, do you want to check and see if you got it or you're gonna check on it later on?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm gonna check it now and see if I got it.
[AGENT][NEUTRAL] OK. Sure, yes, go ahead.
[CUSTOMER][NEUTRAL] I am public.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][POSITIVE] Uh thank you for contacting APL team is happy to assist you today, please.
[CUSTOMER][POSITIVE] Uh, your business is appreciated click here to share with me.
[CUSTOMER][NEUTRAL] For that where, where do I posted the document.
[AGENT][NEUTRAL] In the top, yeah, in the top, you're gonna see a, a draft form. Just go ahead and open that document on the top.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, how am I supposed to sign it?
[AGENT][NEUTRAL] OK. Do you have um Adobe on your system?
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Do you have, uh, are you gonna do it electronically or you're trying to print it out?
[CUSTOMER][NEGATIVE] No, I don't have, I can't print it out.
[AGENT][NEUTRAL] You cannot print it out, and you're trying to do it electronically?
[AGENT][NEUTRAL] Um, mm, if you're gonna do it electronically, the best thing is to do it through the website because if you don't have Adobe, it's not gonna let you sign for it. Um, so, um, let me go ahead and tell you how to do it electronic if that's what you're trying to do. Let me just a second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so you already registered through our website. Go ahead and click on sign in, go to the home page at [PII] and click click on sign in.
[CUSTOMER][NEUTRAL] OK. [PII] what?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] You know, I'm gonna go ahead and send the request for this to be mailed out to you as well. One moment. Let's see.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, so I'm gonna go ahead and send it by mail. I think that will be the best thing because I just noticed that um through the website it's just a direct deposit, not, it's not the draft either. Um.
[CUSTOMER][NEUTRAL] That's what I want you to do is I want you to draft it out of my account.
[AGENT][NEUTRAL] Yes, I understand, but since we need to change the whole banking institution, we cannot do it over the phone. Uh, we need your signature, but since you're trying to do it electronically, it's not gonna let you if you don't have Adobe. So, uh, I'm gonna go ahead and just go ahead and request a copy mail out to you by, you know, send it to you by mail, so to your address. Is that OK? OK, so let me do that instead, OK?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][POSITIVE] Um, I think that would be the best one. let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Ok I can do.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Now we're gonna do the draft, OK.
[AGENT][NEUTRAL] Let's see billing.
[AGENT][NEUTRAL] Let see here.
[AGENT][NEUTRAL] OK, so I went ahead and send the request over for the form to be sent to you by mail. So you should be receiving that in a few days and you just fill it out and send it back to us, OK?
[CUSTOMER][NEUTRAL] OK, well, did y'all ever check to see if I had any cash value on these two policies?
[AGENT][NEUTRAL] For cash value, I'll have to send a request for that department to review and call you back.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] And they never did call me back, the reason I was saying.
[AGENT][NEUTRAL] Uh, how long ago was that request?
[CUSTOMER][NEUTRAL] It's probably about a month ago, somewhere like that.
[AGENT][NEUTRAL] Oh, really? Um, I can check and see what happened. Um, one moment.
[CUSTOMER][NEUTRAL] I didn't know if they had anything on the file or not where they denied it or whatever.
[AGENT][NEUTRAL] OK, that's.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Back in 24.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I can't see where, I don't see request. Maybe on the other policy. What's the other policy number? Let me look at the other one.
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] 0049
[CUSTOMER][NEUTRAL] 3153.
[AGENT][NEUTRAL] Let me try this one and see if it's there.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I see a lot of um.
[AGENT][NEUTRAL] A lot of information about payments and stuff, but I don't see anything about the cash value, um.
[AGENT][NEUTRAL] What I can do is send the request to that department to have somebody call you from that department. That's a different department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'll go ahead and send the request for a cash value.
[AGENT][NEUTRAL] And since it's Friday afternoon, and more than likely they will, they will see that information probably on Monday and it's gonna take them um a couple of days to figure out, OK, and give you a call back. Is that OK?
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK, and the callback number is [PII]?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. All right. So I'll go ahead and send this out and have somebody call you with that information about the cash value on the policies for both of the policy 493148 and 493153.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] Mm. You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.