AccountId: 011433970860
ContactId: a65d69f6-738e-4305-8069-2c00db79f25b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214070 ms
Total Talk Time (AGENT): 85517 ms
Total Talk Time (CUSTOMER): 88608 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/a65d69f6-738e-4305-8069-2c00db79f25b_20250110T17:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi, I'm changing banks and I need to have my bank draft come out of a different account now.
[AGENT][NEUTRAL] OK, um, so it's a completely different bank with a different routing number you mean?
[CUSTOMER][NEUTRAL] Yes, it's a completely different bank.
[AGENT][NEUTRAL] Got you. OK, I can help you out with that. uh, what was your name?
[CUSTOMER][NEUTRAL] OK. [PII]
[AGENT][NEUTRAL] Alright, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Alright, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I don't, I don't have any kind of paperwork on this at all.
[AGENT][NEUTRAL] Oh, that's OK. Um, let's see, I can start choosing your social.
[CUSTOMER][NEUTRAL] OK, that's [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, [PII], just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII], that's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I've got a different, uh, address for you here. It's in um [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, we moved here about 3 years ago. I can't believe it never got updated, but I guess I didn't do that. Um, it's [PII].
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] OK, I can get that changed for you um are you able to verify the old address we have?
[CUSTOMER][NEUTRAL] Yes, go ahead. Oh, you want me to tell you, uh, 4, I think it was, oh gosh, I had two addresses there [PII].
[AGENT][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] That's it, yes, thank you. OK, I'm sorry, I know you said it was [PII], um, was that plural like an [PII] at the end or [PII]?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Just one [PII].
[AGENT][POSITIVE] Got it, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the zip code for [PII] sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Got it. OK, I will get that updated.
[AGENT][POSITIVE] All right, and I appreciate you verifying that information for me [PII]. um I can email you.
[AGENT][NEUTRAL] A form to fill out uh with that updated bank information and you can simply just email that right back to us as soon as that's completed um what is a good email address for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I will get that added to your account and I will get that sent to you.
[AGENT][NEUTRAL] Would you, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I think that's it today. Thank you very much.
[AGENT][POSITIVE] Alright, you should be getting that soon, yes ma'am. Thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you. You too. Bye bye.
[AGENT][POSITIVE] Thank you, bye bye.