AccountId: 011433970860
ContactId: a300c85f-36f1-4b9c-be65-faa6dee3b4ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 537299 ms
Total Talk Time (AGENT): 193279 ms
Total Talk Time (CUSTOMER): 199422 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/a300c85f-36f1-4b9c-be65-faa6dee3b4ed_20250219T16:47_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, good morning. I was calling to see um
[CUSTOMER][NEUTRAL] How do you go about getting
[CUSTOMER][NEUTRAL] The form to do a change of uh banking information. I think I have it, but I'm not for sure if this is the correct form.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And who am I speaking with?
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] Oh, I'm sorry, [PII].
[AGENT][NEUTRAL] Oh, OK. So are you a broker?
[CUSTOMER][NEUTRAL] Uh, no, my father, uh, actually have a policy with you guys.
[AGENT][NEUTRAL] Oh, OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, I do. The policy number is
[CUSTOMER][NEUTRAL] 022-71513.
[AGENT][NEUTRAL] OK, give me one second, let me pull it up real quick. Bear with me just a second.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] Oh, finally got it up. OK. And you're related to him?
[CUSTOMER][NEUTRAL] I'm his daughter.
[AGENT][NEUTRAL] Oh OK. I don't show you on the policy. Is he there to give me permission to talk to you?
[CUSTOMER][NEUTRAL] Um, yeah, let me wake him up.
[AGENT][NEUTRAL] OK, sorry.
[CUSTOMER][NEUTRAL] Hold on
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh that
[CUSTOMER][NEUTRAL] Just uh hold on, just the insurance company. I need to speak with them.
[CUSTOMER][NEUTRAL] You gotta give them my
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Hi, Mr. [PII], this is [PII]. Um, are we OK to talk to your daughter about your account?
[CUSTOMER][NEUTRAL] Is it?
[AGENT][NEUTRAL] Are we OK to speak with your daughter?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, can you verify your date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is, mhm, go ahead.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is your mailing address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] But, uh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] For what?
[CUSTOMER][NEGATIVE] I ain't go about.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Shut, OK. OK, you can put your daughter on the phone.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so he's wanting to update his bank information and you're wanting to know if you have the correct form, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, did you pull it off of our website?
[CUSTOMER][NEUTRAL] Yeah, I, I, um
[CUSTOMER][NEUTRAL] What can I do with it. Uh, if I have the, uh, direct transfer.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or deposit form.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Yeah, are you wanting it so that any funds, mhm.
[CUSTOMER][NEUTRAL] Yeah, the direct, yeah, the direct deposit authorization. I have that one right there.
[AGENT][NEUTRAL] Yes, yes, yeah, if he's wanting to add his bank information, then yes, that's the form that you would use.
[CUSTOMER][NEUTRAL] OK, so this will be the form that I would use, uh, to update it to cancel uh to remove the other old one that we have.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then another question that I had wanted to know also, uh, if he wanted to change out his beneficiary.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How does he go about doing it?
[AGENT][NEUTRAL] And there should be a form out there for that as well on the website.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And typically how long, you know, whenever you do update information, how long typically does it take?
[CUSTOMER][NEUTRAL] Before everything changes.
[AGENT][NEUTRAL] Uh, yes, we get everything in this in-house generally it's about 7 to 14 business days for everything to be processed.
[CUSTOMER][NEUTRAL] OK, OK, 7 to 14 days.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Are you going to be handling his business for him?
[CUSTOMER][NEUTRAL] Well, yeah, I'm already um.
[AGENT][NEUTRAL] OK. Are you a power of attorney?
[CUSTOMER][NEUTRAL] I'm, uh, yes, I am.
[AGENT][NEUTRAL] OK, if you have power of attorney paperwork, I would send that in.
[AGENT][NEUTRAL] Um, with the information so that we know that you're handling his information, so when you call in.
[AGENT][NEUTRAL] Um, we don't have to get permission from each time, right?
[CUSTOMER][NEUTRAL] Uh-huh. You don't have to have to keep getting the authorization.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] Is there anything else, anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, on the beneficiary, I think it's [PII]. Is that's the name still sustain on there [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're asking if that's the beneficiary on his account.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, I don't really have access to that. They usually verify all that at the time of the claim, um, to see, so if he's wanting to appoint somebody, he would just need to fill that form out. Is this a good contact number for him, the [PII]? Is that his phone number? OK, what's your contact number? Oh, that's yours? OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's mine.
[CUSTOMER][NEUTRAL] Yeah, that that's me, yeah, that's mine.
[AGENT][NEUTRAL] OK, and let's see, OK, because we have it, OK. And what was your first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] I've got [PII]. I didn't know if I spell your first name correctly, so thank you for spelling that for me. So, OK, all right, yeah, OK, yeah. Mhm, go ahead.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] And then, um, so what would I email, well, where would I um?
[CUSTOMER][NEUTRAL] Email
[CUSTOMER][NEUTRAL] The um
[CUSTOMER][NEUTRAL] Um, it's honest. I, I, my mind is wondering just that bad. What would I email the um.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] The direct, uh, deposit form. Where, where would I send it?
[AGENT][NEUTRAL] And that
[AGENT][NEUTRAL] Um, you may have to mail it or fax it to us. Hold on just one second. Let me get you, we don't accept it by email, so hang on just one second just because it's not secure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me one second, let me.
[AGENT][NEUTRAL] So the fax number is 877.
[CUSTOMER][NEUTRAL] 877
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 7 423.
[AGENT][NEUTRAL] And just make sure let's see and then make sure he's got his policy numbers on it and all of that when you fax it, and then the mailing address is, um, it's APL.
[AGENT][NEUTRAL] And it's PO PO box.
[CUSTOMER][NEUTRAL] APL.
[AGENT][NEUTRAL] 248.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] 95
[CUSTOMER][NEUTRAL] Yeah, well.
[AGENT][NEUTRAL] Oklahoma City, Oklahoma.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 73 1 24.
[CUSTOMER][NEUTRAL] OK, and then for the power of attorney.
[AGENT][POSITIVE] Yes, I would send that along with that. Mhm.
[CUSTOMER][NEUTRAL] I would just fax, yeah, you know, I would just, I could just fax that over to.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, you can fax all of it. It's that fax number.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] All right, Miss [PII], you have a great day and thank you for calling APL. Thank you. Bye-bye. Bye-bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you, thanks for taking my call. Bye bye.