AccountId: 011433970860
ContactId: a50f9ff5-7718-4e10-8cc7-6150ce8926be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324049 ms
Total Talk Time (AGENT): 169987 ms
Total Talk Time (CUSTOMER): 156137 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/a50f9ff5-7718-4e10-8cc7-6150ce8926be_20250314T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Doing all right thank you I have um he said he's an older agent on the line and he wants to change his bank information for his commission checks is that something you could help him with?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I think that is billing.
[CUSTOMER][NEUTRAL] OK, I was told broker resources I'm not.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] That's OK. That's OK. You can, you, I mean, we'll, we'll figure it out. Go ahead and send him over and we'll figure it out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate your help. This was when I was like I have no clue, um, his, his name is [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes. All right, are you ready for him now?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right I appreciate your help thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thank you for holding this is [PII].
[CUSTOMER][NEGATIVE] Hi, uh, you're real low. I can hear, I can barely hear you. Who am I speaking with?
[AGENT][NEUTRAL] OK. This is [PII]. Can you hear me any better now?
[CUSTOMER][NEUTRAL] Mm, it sounds like you're in a long tunnel, uh but my name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I've been an agent for 50 years and it's uh I've I've got to change banking account uh account number so I had to close my checking account and open a new one and so I just wanted to get that on file so that I could, I can have my commissions.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Go to the right account.
[AGENT][NEUTRAL] All right, and um what is the name of the bank that you have switched to?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The the name of the bank that you switched to?
[CUSTOMER][NEGATIVE] Uh, no, I didn't switch banks. I had to switch accounts. I got hacked.
[AGENT][NEUTRAL] Oh, OK. What is the name of the bank though?
[CUSTOMER][NEUTRAL] The banks bank the bank Bank Plus is the name of the bank.
[AGENT][NEUTRAL] Bank Plus, OK. And what is your routing number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me read that back to you.
[AGENT][NEUTRAL] Alright, [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, and the new account number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm sorry, [PII].
[AGENT][NEUTRAL] Did you say [PII] yeah [PII], is that right?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, and a good call back number for you if I have any questions?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, um, Mr. [PII], I am going to get this processed for you. If I have any questions or if we need any additional information, I will give you a call back, um, otherwise, you should be good to go and we will get this all updated.
[CUSTOMER][NEUTRAL] Who am I speaking with please?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] Yeah, OK, just like it sounds. OK, thank you. See, I called yesterday I called yes I'm sorry.
[AGENT][POSITIVE] Yeah, mhm. Yeah, thank you, have a happy.
[AGENT][NEUTRAL] No, I'm sorry, go ahead.
[CUSTOMER][NEGATIVE] I, I called yesterday and talked to someone and I don't know who it was but they said they would email me, uh, anything bank draft or anything, any information that I needed and or to fill out or anything, and I never did hear from them and I'm in sort of a crisis situation with somebody with all this uh I've had, I've had this change my all my credit cards, my banking. I mean it's just been crazy.
[AGENT][NEUTRAL] Huh.
[AGENT][NEGATIVE] Oh no. Yeah, yeah, I, anytime that kind of stuff happens, it seems to be pretty inconvenient.
[CUSTOMER][NEUTRAL] So you
[CUSTOMER][POSITIVE] Oh, to say the least. So any help, I would sure be appreciated.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, well thank you very much, and if we do need anything additional, I will give you a call back. Um, I'll be honest, I am very new at this realm of insurance. I've been in the industry for many, many years, but just switch jobs, um, so I will get with one of my senior advisors just to make sure that um if we do need to email you anything to fill out, I will give you a call back and let you know to be aware for for those items.
[CUSTOMER][POSITIVE] OK, cool.
[CUSTOMER][POSITIVE] I appreciate it. I is [PII] still there?
[AGENT][NEUTRAL] No, sir. It um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, not any longer, uh, but just to, and to, um,
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] What about [PII]? What, what about [PII]?
[AGENT][NEUTRAL] She is, she is, but she's gonna be retiring, I, I think in the next year or so, so.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh wow. Well, [PII] her on the fanny for me.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] OK, will do.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][POSITIVE] All right you take care and thank you I appreciate it. OK, alright, you too bye.
[AGENT][POSITIVE] All right, thank you, sir. Have a good one.
[AGENT][NEUTRAL] Bye.