AccountId: 011433970860
ContactId: b7ca6377-9bbe-48fa-8363-2b8a6400e1d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365399 ms
Total Talk Time (AGENT): 162646 ms
Total Talk Time (CUSTOMER): 178330 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/b7ca6377-9bbe-48fa-8363-2b8a6400e1d0_20250214T20:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. My name is [PII] and uh I have had to change my uh checking account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh I just needed to get my information um cause I have to uh
[CUSTOMER][NEUTRAL] I think 2 drafts with y'all uh that I need to get, get confirmed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just need to update that information. Got you OK uh [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Right, I
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, and then did you have a policy number?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I don't have that with me.
[AGENT][NEUTRAL] OK, um, I could start choosing your social.
[CUSTOMER][NEUTRAL] Uh, but it is, um,
[CUSTOMER][NEUTRAL] It is a uh cancer policy.
[CUSTOMER][NEUTRAL] And also, uh, just a, a small life insurance policy.
[AGENT][NEUTRAL] OK, so I can search for those policies either with the policy number or with your social.
[CUSTOMER][NEUTRAL] OK. Um, it could be under my, um, husband's past or mine. Um, we'll go with his first. Uh, his is with Social Security was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he worked for the city of [PII] when we started this.
[AGENT][NEUTRAL] OK, and then uh what was his name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I didn't get a result with that, uh, social [PII]. I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's correct. OK. Um,
[AGENT][NEGATIVE] OK, yeah, I didn't get a result with that.
[CUSTOMER][NEUTRAL] OK, my social is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][POSITIVE] There we are, I believe I found you with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what was your date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK perfect I believe I found you all right I'm just gonna verify some other information really quick if you don't mind uh can I get your uh mailing address please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Alright, let's take a look here. So I know you said you got a different bank account was this through, is it a different routing number um or is it just a different bank account number?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's the same routing number, just a different account number.
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, so if that's the case I can go ahead and just update that for you right now um I'm just going to confirm first though the routing number that we do have uh let me know when you're ready.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that routing number we've got is [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK, OK, awesome I just wanted to make sure alrighty and then what was that new account number please?
[CUSTOMER][NEUTRAL] The new account number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. Let me read that back to you, make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Alrighty I will get this updated for you. uh, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, and uh could you confirm the, the amount of those graphs for me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the premium amounts?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, so you do just have the one policy with us, um, and it is looks like it's uh one of our older, um, kind of combination policies for, uh, cancer and most of the time these older ones I can look up specifically if you'd like the coverage, but sometimes they also include, um, critical illness and intensive care things like that so that premium amount is.
[AGENT][NEUTRAL] $398.70.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, that's one of them, but I also had uh one that was uh
[CUSTOMER][NEUTRAL] For $50 for life insurance?
[AGENT][NEUTRAL] Um, if you did, that would not be through us, um, because this is the only policy you have with us.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. Well, it, for some reason it was showing that it was probably y'all, but I wasn't positive. So, OK.
[AGENT][NEUTRAL] Sure, well, the name is confusing too as it's American Public Life.
[CUSTOMER][NEUTRAL] All right, well, uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right, yeah, well, alrighty, dear, uh, well, thank you very much and uh I wanted to make sure that y'all got that so that, uh, the next, the next round will come through.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Yes ma'am, it's all good to go. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][POSITIVE] That's all I need today, I think. So thank you. Your name was [PII], right?
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're very welcome, yes.
[CUSTOMER][NEUTRAL] OK, all right, where, where are you working from [PII]?
[AGENT][NEUTRAL] I am in [PII].
[CUSTOMER][NEUTRAL] [PII]. Well, you're not too far from [PII].
[AGENT][NEUTRAL] Yes ma'am. No, we're neighbors.
[CUSTOMER][POSITIVE] All right. Well, you have a great day.
[AGENT][POSITIVE] You too, thank you, [PII] bye bye.
[CUSTOMER][NEUTRAL] OK. All right. All right. Bye-bye.