AccountId: 011433970860
ContactId: b30a8dc0-a277-4c06-92f4-ad5473714ffd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 567200 ms
Total Talk Time (AGENT): 153144 ms
Total Talk Time (CUSTOMER): 272777 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/b30a8dc0-a277-4c06-92f4-ad5473714ffd_20250110T13:39_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII] and I have an account with y'all and uh, I, um,
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] I'm retired now from the company, you know, my company that I got it through, and uh we've I've just continued it since then and um anyway um I was in we just redid some of our banking stuff and so I was in you know getting making sure that the changing the banking stuff over because I have a direct uh well a draft on my payment each month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And so I've done that and in looking I realized that the um the email address that y'all have is still my former workplace and it won't let me change an email address.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Hm, well, let's see I'm, I'm um.
[CUSTOMER][NEUTRAL] In my account policy that's contact your policy, let's see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Where would I find that on my, on the uh internet on home?
[AGENT][NEUTRAL] Um, are you
[CUSTOMER][NEUTRAL] Yes, maybe.
[CUSTOMER][NEUTRAL] OK, um, let's see, policy number, that's what you asked for, right?
[AGENT][NEUTRAL] Yes, the policy number.
[CUSTOMER][NEUTRAL] OK, 255-8224.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] [PII] verify your date of birth, mailing address and email for me?
[CUSTOMER][NEUTRAL] OK, the date of birth is [PII]. My address is [PII].
[CUSTOMER][NEUTRAL] The email you show is uh uh [PII]. I think it's [PII].
[AGENT][NEUTRAL] And your
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, yes, that is correct. Did you wanna update it or change it to your personal?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, and
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes I do uh huh.
[AGENT][NEUTRAL] OK, and what is your personal email?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I'm gonna repeat that back to you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][POSITIVE] OK, thank you, let me get that updated right now, go ahead.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, and I think I have on my preferences my my phone as a because I could never could change the email address but I guess obviously y'all have to do that part.
[AGENT][NEUTRAL] So your phone number is at the [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That's the one we have on file for you.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, um
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] There can you show what I have is what where you're gonna be drafting payment from?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] As far as the account information that we have on file?
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, so if you can confirm your routing and, uh, checking, I can confirm it.
[CUSTOMER][NEUTRAL] OK, routing is [PII].
[CUSTOMER][NEUTRAL] And the account is [PII].
[AGENT][NEUTRAL] That's what we have.
[CUSTOMER][NEGATIVE] OK, good, because I went in and changed that part and then to go and and well and yeah well but it just kept saying payment stuff like like you paying me on a claim it it didn't.
[AGENT][POSITIVE] Oh good. Oh good for you.
[CUSTOMER][NEGATIVE] It didn't really make it clear that that was also gonna be my, my payment to you it was more all.
[CUSTOMER][NEUTRAL] If y'all paid me something for a claim.
[AGENT][NEUTRAL] Oh yeah, actually that you, it is in the incorrect field because this means where you entered it, it's like if we were to process the claim to you it would automatically be deposited into that account that you just verified is that what you want?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, uh, uh, and I want you to draw my, my, my, um.
[CUSTOMER][NEUTRAL] What do you call it? My, my, my premium from that account as well.
[AGENT][NEUTRAL] Premium
[AGENT][NEUTRAL] OK, so we do need to update that because what was your previous account and number?
[CUSTOMER][NEUTRAL] Mm, I have to go get that. Hang on just a second. I think it was like.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] A 6 something number at the end um.
[CUSTOMER][NEUTRAL] Hold on just a minute, let me go and get that.
[CUSTOMER][NEUTRAL] Sorry to
[AGENT][NEUTRAL] You're fine, it's not a rush.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I think the old um number.
[CUSTOMER][NEUTRAL] No, it's not.
[CUSTOMER][NEUTRAL] OK, the
[CUSTOMER][NEUTRAL] Which part then of course the routing number is the same you want the old, the one you show?
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], sorry.
[AGENT][NEUTRAL] OK. And what was the transit number?
[CUSTOMER][NEUTRAL] What do you call transit number?
[AGENT][NEUTRAL] Um, I believe it's for your bank loca the for the name of your bank it's kind of like a routing number.
[AGENT][NEUTRAL] Oh, that's the
[CUSTOMER][NEUTRAL] Uh, [PII], yeah, yeah, it's the same bank, it's just um we've done a different account and so um because we've set up all of our stuff into a trust and so um.
[AGENT][NEUTRAL] OK. It's the same.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so just make sure I'm understanding you correctly. So if we receive a claim on you, you're wanting your benefit direct deposited.
[AGENT][NEUTRAL] And you also want your premiums deducted from the same account.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Correct, uh huh, the [PII] account.
[AGENT][NEUTRAL] OK, so then
[AGENT][NEUTRAL] OK, so then we'll get your, um, the, um, it for your premiums to be deducted, we'll need to change the account number um to the [PII] and we'll take care of that on our end because I don't think it would allow you to do that.
[CUSTOMER][NEUTRAL] OK, so, um.
[CUSTOMER][NEUTRAL] OK, so you're setting, you're making sure the premium comes from [PII].
[AGENT][POSITIVE] Yes, we'll get that taken care of for you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, OK, good. So that's not something I could have done. So great.
[AGENT][NEUTRAL] Well, I'm looking at it and you may not, I don't know why you would not have been able to do that. Let me see something.
[CUSTOMER][NEUTRAL] It only gives payment preferences it in the drop down.
[AGENT][NEUTRAL] Uh-huh. Let me see.
[CUSTOMER][NEUTRAL] Gives policy contact info and notification preferences and payment payment preferences, but when you hit payment preferences.
[CUSTOMER][NEUTRAL] It, it only gives you for direct deposit.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][POSITIVE] But that's OK if you've got it done. I'm good.
[AGENT][NEUTRAL] Yeah, we'll request that it be updated. Give me one second.
[CUSTOMER][POSITIVE] Yeah and I'm already seeing that you've uh updated the email address, so that's good.
[AGENT][NEUTRAL] Mhm, mhm. Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] So we'll take care of that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then did you have any other questions?
[CUSTOMER][NEUTRAL] I don't think so. I think that's everything.
[AGENT][POSITIVE] Alrighty well thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.