AccountId: 011433970860
ContactId: cbaec0b5-8161-41e9-adcf-b141c2ba3154
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456579 ms
Total Talk Time (AGENT): 210491 ms
Total Talk Time (CUSTOMER): 193453 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/cbaec0b5-8161-41e9-adcf-b141c2ba3154_20250320T17:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh yes. My name is [PII]. I have a policy with you.
[CUSTOMER][NEUTRAL] That comes out of my bank account every month the uh payment does and I have a new bank account so I need to get the number changed from the old account to the new one.
[AGENT][NEUTRAL] OK, yes, ma'am. I can do that for you. Uh, and do you have that policy number?
[CUSTOMER][NEUTRAL] I do not. I have had this policy for 100 years, and I, I had to just look it up, look it up online to even know I had to call you. I don't know a thing about it.
[AGENT][NEUTRAL] I can find it. That is fine. Um, you said your last name is [PII].
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can find it by your name.
[CUSTOMER][POSITIVE] Oh wonderful.
[AGENT][NEUTRAL] It might take just a second.
[AGENT][NEUTRAL] Um, and
[CUSTOMER][NEUTRAL] That's fine. I got all afternoon.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let's see, are you in [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm in uh [PII].
[AGENT][NEUTRAL] OK. And do you mind verifying your birthday for me?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] And the address please?
[CUSTOMER][NEUTRAL] Well, uh, it's probably a new address. It's uh 2.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what we show is forest.
[CUSTOMER][NEUTRAL] Uh, yeah, and we've moved out into the country.
[AGENT][POSITIVE] Got you. OK. Yes, ma'am.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And do you mind if I get a callback number from you?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. I appreciate that. Um, now, we do show that the policy is in your husband's name. I mean, you are insured on it too, um, but he is the primary insured.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, I didn't know that.
[AGENT][NEUTRAL] Yes, ma'am. And we would, he would need to call in.
[CUSTOMER][NEUTRAL] Uh, you need his information.
[AGENT][NEUTRAL] Well, he would need either, is he there with you by chance?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, he's sitting right here by me.
[AGENT][POSITIVE] If I can just, yes, ma'am, if you don't mind.
[CUSTOMER][NEUTRAL] You need to ask him some questions.
[CUSTOMER][NEUTRAL] That's fine. She is uh this policy primary insurer, so you need to answer her questions.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You put
[CUSTOMER][NEUTRAL] That's my, that's the policy I have just answer her question.
[AGENT][NEUTRAL] Hi, Mr. [PII]. Can I get you to verify your birthday for me?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you sir and your wife was calling us today to update the bank account for the monthly bank draft, is that OK with you for me to speak with her to take care of that?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you, sir, and I can speak back with her. I appreciate it.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] He didn't even know I had that account.
[AGENT][POSITIVE] Thank you for that.
[AGENT][POSITIVE] I appreciate that. Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, now you said you need to update that account. Is it still at the same bank?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bank of Forest, yes, mhm.
[AGENT][POSITIVE] OK, yeah, sounds good. That way we can just do it over the phone.
[AGENT][NEUTRAL] Um, OK.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] And what is that new account number?
[CUSTOMER][NEUTRAL] OK. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, now the just the old number was [PII] and I updated it to [PII].
[CUSTOMER][POSITIVE] Correct, yes. Mhm.
[AGENT][NEUTRAL] OK, OK, yes ma'am, um, and it shows that your account draft the [PII] of the month, so it will draft from your new account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Great.
[CUSTOMER][NEUTRAL] Let's see, what's the day, the [PII]? Is the day the [PII]?
[AGENT][POSITIVE] Yes, ma'am. That's right. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, I just did get in touch with you, did I?
[AGENT][NEUTRAL] You sure did. You sure did.
[AGENT][NEUTRAL] it will go in process tomorrow.
[CUSTOMER][NEUTRAL] I was calling it close.
[CUSTOMER][NEUTRAL] Oh Lord. OK doke. Now, is it, uh, is it about $15 or something like that?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Perfect timing.
[AGENT][NEUTRAL] It's $15.81. Yes, ma'am.
[CUSTOMER][NEGATIVE] Yeah, that's what I thought. Now, can, I hate to ask this because it sounds so ignorant, but can you tell me exactly what kind of uh policy this is?
[AGENT][NEUTRAL] OK. Um, now, it's a cancer policy, but I can definitely transfer you to someone in our benefits department to let you know exactly what it covers, um.
[CUSTOMER][NEUTRAL] That's what I thought.
[AGENT][NEUTRAL] I can see that it is a cancer, but I don't know details of it.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Right, that's fine. I just, I was thinking it was a cancer policy, but I wasn't positive. So that's fine. I just kind of verifies what I thought it was.
[AGENT][NEUTRAL] Yes.
[AGENT][MIXED] Good. I'm glad of that cause sometimes people think it's one thing and it's something else, so I'm glad. Yes, it is definitely a cancer.
[CUSTOMER][NEGATIVE] Right. Well, I've had it for so long. I, I couldn't remember what all it supposed to be, but I thought it was a cancer.
[CUSTOMER][NEUTRAL] Policy, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] But like I said now, if you do need to speak to someone about the benefits, we can definitely let you do that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, that's OK. I won't do that today. I'm gonna call back another time and do it though.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] Well, I do have your bank account updated and like I said that will come out of your new account this week, probably the first of next week before you see it on your end um but that is completed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But can I do anything else for you?
[CUSTOMER][POSITIVE] All right, thank you so very much.
[CUSTOMER][NEUTRAL] No, I wish everybody was, was you.
[AGENT][POSITIVE] I appreciate that.
[CUSTOMER][MIXED] My bank account got hacked and so now I'm having to get a new one and it has been a hassle, but this was easy. Thank you for the help.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] I know it. I hate that.
[AGENT][POSITIVE] You are welcome. Yes, ma'am. I appreciate it. Thank you. You have a good day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, alrighty, mhm.
[CUSTOMER][NEGATIVE] You too dear.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Bye.