AccountId: 011433970860
ContactId: c42cf1e9-7936-4f69-85ac-55f8e5766db9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391190 ms
Total Talk Time (AGENT): 139918 ms
Total Talk Time (CUSTOMER): 124396 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/c42cf1e9-7936-4f69-85ac-55f8e5766db9_20250521T21:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and we just moved and I need to update my information with you guys and also change my bank draft information.
[AGENT][NEUTRAL] OK, Ms. [PII], um, I can help you um with updating all your information. Can I please get your callback number, ma'am, just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] It, um, I have my certificate number, is that what you mean?
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's 242-877-1.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy now for you?
[CUSTOMER][NEUTRAL] OK. My address is [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what was the other thing you wanted?
[AGENT][NEUTRAL] Uh, your cell phone number?
[CUSTOMER][NEUTRAL] A cell phone is [PII].
[AGENT][NEUTRAL] That we have on the policy?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. I appreciate you verifying that information for me. OK, let me look at your policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You, you're welcome.
[CUSTOMER][NEUTRAL] IT there.
[AGENT][NEUTRAL] All right. And what do you want your address to be changed to?
[CUSTOMER][NEUTRAL] OK, it's supposed to be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] OK, let me go get that corrected for you first.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] So fresh and so
[CUSTOMER][POSITIVE] I think that's better.
[AGENT][NEUTRAL] OK. I believe I've got that. Let me make sure it's stuck real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sometimes they don't stick and you have to go back and redo it. OK. All right. It did stick for us. OK. And is your phone number and email address going to stay the same?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, and then you said that you were going to need to change your bank draft um information.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Because you've changed banks, so is the transit number, the routing number going to be different?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so what I'm going to need to do, Ms. [PII], is send you a new bank authorization form, and I can email that to you right now while we're on the phone. I'll send that to you and you just fill it out with your bank information and email it back to us and then we'll be able to get that bank routing information changed for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm gonna put you on a quick hold real quick while I get that um bank draft authorization form ready to email to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Because they had already programmed it to hello?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII], I've got that bank authorization form on its way to you now. You'll receive an email from the care team at [PII], and that's also the same address that you'll email it back to.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] And all of that's gonna be on there?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with, Miss [PII]?
[CUSTOMER][POSITIVE] No, that's all, and I appreciate your help.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful rest of your week and thank you very much for calling APL Miss [PII].
[CUSTOMER][POSITIVE] You have a great evening too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye.