AccountId: 011433970860
ContactId: c73e54af-a994-48a0-8fe2-6bf5699ee295
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 461230 ms
Total Talk Time (AGENT): 179868 ms
Total Talk Time (CUSTOMER): 74739 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/c73e54af-a994-48a0-8fe2-6bf5699ee295_20250106T22:24_UTC.wav
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[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII], I need to make a couple of changes on my policy. My name is [PII]
[AGENT][NEUTRAL] Alright, Miss [PII], and do you have that policy number handy and we can take a look at it?
[CUSTOMER][NEUTRAL] I, I do not. It is a um.
[AGENT][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] I can search for you on your social security number if you'd like ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Wonderful thank you and.
[AGENT][NEUTRAL] Do you mind verifying for me please your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect, thank you, and I'm just gonna verify some other information real quick if you don't mind verifying your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. I really appreciate you going through that process with me, and if you don't mind, Ms. [PII], do you mind if I also get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. I really appreciate that and you said we're making some changes today. What sort of changes are we wanting to make?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I need to change the account that you debit my payment out of.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And I need to change my mailing address.
[AGENT][NEUTRAL] All right, let's start with the mailing address if you don't mind. What's a good mailing address we can have on file for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] West 9th Avenue.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, it's in [PII]?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Wonderful and.
[AGENT][NEUTRAL] I'm gonna read this back to you. I have [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And Miss [PII], do you wanna leave your phone number on file as well?
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, perfect. Let me put that in. I have [PII].
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Perfect. Thank you so much. And give me 1 2nd to get these changes and make sure they're saved.
[AGENT][NEUTRAL] All right and then.
[AGENT][NEUTRAL] You said the next thing we're gonna wanna do is change your bank information, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, and I'm gonna have you.
[AGENT][NEUTRAL] I'm gonna have you hang tight with me for just one second, OK? Is it just the account that needs to change or is it the full bank that needs to change?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] No, it, it'll be the bank routing number and the account number.
[AGENT][NEUTRAL] OK, so what I'll actually, I'll probably have to email you out because we can't change the routing number without getting a new bank form for you. But what I'm gonna do is let me get
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Quickly this saved to where I have your.
[AGENT][NEUTRAL] Address changed and then I'm going to pull up that.
[AGENT][NEUTRAL] Um, I'll pull up that form and I can email it to you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, my friend, and if you don't mind, may I please have a wonderful email address for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] At SBC Global.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. I have [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right, I'm gonna have that subject line say bank draft form and then it's gonna say APL, um, so if you need to search it just under APL, that will be an option for you as well.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It's a copy of.
[AGENT][NEUTRAL] So this form you can fill out and you can even email it back to us if you want or you can send it by mail or fax.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Just gonna attach that now and I'll hit send on it for you and then [PII] is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] Yes, why?
[AGENT][POSITIVE] Why, OK, perfect.
[AGENT][NEUTRAL] All right, and I am hitting send on that right now. If there is anything else you need, just let me know. I'm here.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] Hey, it's my pleasure. If there's, give us a call if you need anything, and then otherwise, I hope you have such a wonderful [PII].
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] My pleasure. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.