AccountId: 011433970860
ContactId: ca9354ed-e243-4c4c-9c4e-60b5b24ca858
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 384130 ms
Total Talk Time (AGENT): 169690 ms
Total Talk Time (CUSTOMER): 203753 ms
Interruptions: 7
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/ca9354ed-e243-4c4c-9c4e-60b5b24ca858_20250204T19:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I wanted to, uh, we have a, uh,
[CUSTOMER][NEUTRAL] Me and my husband have a cancer and intensive care policy through you all. And uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's automatically deducted out of our checking account and uh our account was scammed so the bank had to close our account yesterday and open us up a new one and I, I need to give you the new routing and new checking number if I could.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, yes, let's see if we can get that banking information updated. What was your name? I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's [PII] It's the policy is in [PII]. It's under the school board where he retired.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Alright, thank you. Do you have uh one of the policy numbers?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do. Uh, let's see, uh, policy certificate, is that it?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 4454445741
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And then 445742. Mhm.
[AGENT][NEUTRAL] All right, and it's just gonna verify some information really quick, [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you for verifying that, [PII]. Alrighty, so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is it um let me verify the um routing number that we've got on file for you. If it's the same routing number I can simply just change the account number for you over the phone if it is a different routing number, um, I'll have to send you a form that you'll have to complete with that those details and send back to us.
[CUSTOMER][NEUTRAL] Oh, OK. I, I think it's new. The, uh the bank told me it was new routing and new checking. Uh, the, the routing number, oh, OK, yeah, sure. OK. The routing, then I don't have to say, let me find a checkbook. I I don't have my old routing number. Uh, my new one is [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh, let's just verify, yeah, I never know. mhm.
[AGENT][NEUTRAL] Well, that is the same routing number we've got for you, [PII], so I should be able to just change this for you. um, what was that new account number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The new account number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK, let me see if I can find a check because I thought that routing number was different.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Did you want me to wait just to make sure?
[CUSTOMER][NEUTRAL] Uh, yeah, I've got a checkbook right here, my old checkbook. Let's see. The old.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was the same [PII], you are right.
[AGENT][POSITIVE] Alright, well that's easier for both of us. That's awesome. We just get it changed for you right now.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. Give me just a moment, let me get that changed.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][POSITIVE] Thank you, hon because I think y'all uh draw it out of the account this week, but, but we managed that we took care of that at the bank, so it should go through anyway.
[AGENT][NEUTRAL] OK. Just a moment, let's see.
[AGENT][NEUTRAL] Alright, and I am just going to confirm um that new account number, um, that was [PII].
[CUSTOMER][NEUTRAL] OK, the, uh-huh, [PII].
[AGENT][NEUTRAL] Oh sorry, go ahead.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] One
[AGENT][POSITIVE] Yes, ma'am. OK, that is what I've got awesome, let me get that updated.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] Make sure it likes that change cause sometimes it acts like it does.
[AGENT][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] [PII], right?
[CUSTOMER][NEUTRAL] Correct. Mhm. That's the new checking account.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I got that updated for you, [PII]. You should be good to go going forward.
[AGENT][NEUTRAL] Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I believe. What, what day is that held out? Do you see, do you have that day? I'm thinking it's like next week. OK. I was thinking it's around the [PII] or the
[AGENT][NEUTRAL] Oh, let me take a look.
[AGENT][NEUTRAL] Um, I've got it here close to around the [PII]. Did it come out of your account already?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I don't know. Uh, I just got this new checking account yesterday.
[AGENT][NEUTRAL] Well, let me make sure that they're both, it's around that date. Um, so it should have been around the [PII]. Um, so, let me check your, um, cause I'm just looking at your, this is the cancer policy, I think. So let me check your other one as well. I'll need to get that one changed too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's just 445742. It's the same.
[AGENT][NEUTRAL] Right, OK, so this one I've got around the [PII] as well.
[CUSTOMER][NEUTRAL] It's like the same number to them.
[CUSTOMER][NEUTRAL] OK. I, I knew it was, I knew it was, it's usually like today, [PII] or [PII] or something, but, uh, but that's OK. I've taken care of it at the bank, it shouldn't be a problem either way.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK.
[AGENT][POSITIVE] Of course, yeah, and if you run into any issues just give us a call and let us know.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh wait, what was your name, hon?
[AGENT][NEUTRAL] My name is [PII]. It's [PII]
[CUSTOMER][POSITIVE] OK, [PII]. All right, [PII], I appreciate this. Thank you very much if you'll just get this stuff.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh, you're very welcome. I'm glad you didn't have to do anything extra.
[CUSTOMER][POSITIVE] Oh gosh, I am too because I'm having to call a lot of people. Thank you so much. I appreciate you.
[AGENT][POSITIVE] I'll bet. Oh my goodness. Yes, ma'am. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, I believe that's all. Thank you and have a good week, huh.
[AGENT][POSITIVE] Alrighty. Yes, ma'am. Thanks for calling APL. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.