AccountId: 011433970860
ContactId: c95db453-6310-45ee-80d6-e50bd2a5ab26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 437480 ms
Total Talk Time (AGENT): 94440 ms
Total Talk Time (CUSTOMER): 199793 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/c95db453-6310-45ee-80d6-e50bd2a5ab26_20250619T21:59_UTC.wav
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[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello? Hello?
[AGENT][NEUTRAL] Hi, this is [PII] with APL. How can I help you?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Well.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello? Hello? Yes.
[AGENT][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Yes, can you hear me?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. How can I help you today?
[CUSTOMER][NEUTRAL] Do you hear me?
[AGENT][NEUTRAL] Yes, can you
[CUSTOMER][NEUTRAL] OK, this is [PII]. I actually have a draft account with y'all, and with my payment. I'd like to change it because somebody scammed me and got my I had to change my checking account. Let me go to another one.
[CUSTOMER][NEUTRAL] OK, can you hear me now?
[AGENT][NEUTRAL] Yeah, I can hear you. Can you hear me? Yes, can you hear me?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] OK. I turned on up, I couldn't hear her. Well, anyhow.
[CUSTOMER][NEUTRAL] What I'm trying to do is to give you my new checking account number for my graph because I'm sure it's due and I haven't been getting check with y'all's been real hard.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, well.
[CUSTOMER][NEGATIVE] No, I don't have it with me.
[CUSTOMER][NEUTRAL] Can you look it up in my phone number or something?
[AGENT][NEUTRAL] I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] I think I said it wrong. This phone still don't wanna be very loud.
[CUSTOMER][NEUTRAL] You're still hearing me, right?
[AGENT][POSITIVE] Yes, I can.
[CUSTOMER][NEUTRAL] Hello? No.
[CUSTOMER][NEUTRAL] It's not very loud. I tried to call it that.
[CUSTOMER][NEUTRAL] You take out
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, I didn't find it under that social. Um, what was the last name?
[CUSTOMER][NEUTRAL] Well, maybe I gave it to you. Let me give it to you again.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] At least you got it right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yes, if you could
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I found your account. Let me get that pulled up.
[CUSTOMER][NEUTRAL] Did you find it?
[AGENT][POSITIVE] Yes, I found it. Let me get that pulled up real quick, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] I think it is.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I need to watch it down here. I got it on the phone to pass.
[CUSTOMER][NEUTRAL] Son.
[CUSTOMER][NEUTRAL] Um, yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have a good callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] Oh yes. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so has just your banking account number changed or is it your, or you changed banks?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To do what now?
[AGENT][NEUTRAL] Have you changed banks or is it just the account number?
[CUSTOMER][NEUTRAL] What did you say?
[CUSTOMER][NEUTRAL] It's a whole new account number I had to change it.
[AGENT][NEUTRAL] But, have you changed your bank or is it just the account number?
[CUSTOMER][NEUTRAL] No, no, I didn't change my bike, same bike.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It's just what they did say to me because somebody got my number and we stopped it. They stopped it. They're really good at that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] It's supposed to been a person I was paying a bill to routing numbered stuff.
[AGENT][NEUTRAL] OK, and then what is your new account number?
[CUSTOMER][NEUTRAL] You need a new one?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is that what you said?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, the main number turn around here.
[CUSTOMER][NEGATIVE] My back hurts and I can't get comfortable.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the new routing number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the account number?
[CUSTOMER][NEUTRAL] And the account number is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm afraid you might have already took that.
[CUSTOMER][NEGATIVE] I found I wasn't true.
[AGENT][NEUTRAL] OK, let me repeat the account number back to you, OK?
[CUSTOMER][NEUTRAL] Because
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got that updated. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] No, I just need to update it because I was afraid to look in the grass through and then we wouldn't get it and then I'd have a mask.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] I'm trying to get the secondary.
[AGENT][NEUTRAL] OK, I've got that.
[CUSTOMER][NEUTRAL] So everything's taken care of. I say, huh?
[AGENT][POSITIVE] Yes, I've, I've got that updated and you should be good to go.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much. All right, bye-bye.
[AGENT][POSITIVE] OK, thank you. Thank you. Bye-bye.