AccountId: 011433970860
ContactId: c28a28e1-8374-4c3f-82fa-f02503e2ade7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284880 ms
Total Talk Time (AGENT): 113396 ms
Total Talk Time (CUSTOMER): 121196 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/c28a28e1-8374-4c3f-82fa-f02503e2ade7_20250527T15:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I didn't.
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII] and I'm with BOM Bank and my phone has a habit of hanging up so I've had [PII] and [PII] this morning, um, from your establishment.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] If either one of them is not busy they are, I'm already halfway done with what they're doing.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let me, OK, so you've spoken to [PII] and [PII], you said [PII], but you're getting disconnected?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Yes ma'am, our phone here disconnects after 7 to 10 minutes and we don't know why and nobody in our establishment's been able to figure out why.
[AGENT][POSITIVE] Oh goodness. OK. Um, go ahead and give me your good callback number though first off.
[CUSTOMER][NEUTRAL] Um, go ahead and give me a call.
[CUSTOMER][NEUTRAL] OK, it's um.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] They were actually trying to get uh one of our mutual customers an amount on their policies.
[CUSTOMER][NEUTRAL] He has two policies, one's in his wife's name and one's in his name.
[CUSTOMER][NEUTRAL] And I have a policy number here and he's here if you need to ask him some questions.
[AGENT][NEUTRAL] OK, when you say get an amount, what?
[CUSTOMER][NEUTRAL] we
[AGENT][NEUTRAL] OK, what, what exactly do you mean, [PII], since we're, because this is probably if your phones are cutting off after that amount of time, it's probably going to cut us off again.
[CUSTOMER][NEUTRAL] He won't cutting.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, he wants to know the coverage. Is there any way that this can be put in the envelope whenever his automatic draft papers are mailed out?
[AGENT][NEUTRAL] OK, so is the insured there with you, [PII]?
[CUSTOMER][NEUTRAL] Yes, he is.
[AGENT][NEUTRAL] OK. And could you please tell me who the um insured is?
[CUSTOMER][NEUTRAL] Would you like an account a policy number to look him up?
[AGENT][NEUTRAL] Yes, ma'am, but I'm also gonna have to verify a bunch of information with you for security. So you can go ahead and give me the policy number first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 01767827
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] And Mr. [PII] is here with me.
[AGENT][NEUTRAL] Were you most recently speaking to [PII] or [PII]?
[CUSTOMER][NEUTRAL] Were you much?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII] was gonna start mailing some paperwork out for him to change his automatic draft. What's happened is the bank sold out.
[CUSTOMER][NEUTRAL] And y'all are still mailing the payment to the wrong routing number because that's all it changed was the routing number, his account number is still the same.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But Mr. [PII] wanted to know what their coverage amount was.
[CUSTOMER][NEUTRAL] And he's here if you wanna ask him.
[AGENT][NEUTRAL] Alright, so give me just a second. I'm still trying to put our systems are moving.
[CUSTOMER][NEUTRAL] trying to.
[AGENT][NEUTRAL] Very slowly, [PII], so I'm still trying to get his information to pull up.
[CUSTOMER][NEUTRAL] Very
[CUSTOMER][NEGATIVE] moving slow with my phone hanging up so we're we're in bad shape.
[AGENT][NEUTRAL] Yeah, we are. Yours is disconnecting after a certain time frame and mine is um just moving at a turtle's pace.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said you were talking to [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm gonna place you on.
[CUSTOMER][NEUTRAL] She may have had some information.
[AGENT][NEUTRAL] Yeah, let me place you on hold for just a second while I'm still trying to pull up this information, OK? For me.
[CUSTOMER][NEUTRAL] Yeah, let me place you on
[CUSTOMER][NEUTRAL] to
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] Hey, did you just see my message? I have [PII] on the line. She says that y'all were talking regarding, yeah, so.
[AGENT][NEUTRAL] Right. And my system is extremely slow. So anyway, she said that y'all were more than halfway, you were taken down a bunch of information and all that, but she told me that her line is the one that's disconnecting, but I have her back on the line.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.