AccountId: 011433970860
ContactId: cef75497-1d0c-4a22-af39-a05817d0db23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257170 ms
Total Talk Time (AGENT): 105840 ms
Total Talk Time (CUSTOMER): 101357 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/cef75497-1d0c-4a22-af39-a05817d0db23_20250102T14:20_UTC.wav
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[AGENT][POSITIVE] Uh, good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], and um I need to change my billing information.
[CUSTOMER][NEUTRAL] On my account
[AGENT][POSITIVE] OK, I can help you with that. Um.
[AGENT][NEUTRAL] Can I get your policy number?
[CUSTOMER][NEUTRAL] 597236
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me pull that up.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I pulled up the wrong number. I'm sorry.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, Ms. [PII], do you mind verifying your date of birth and your address for me please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my current address is [PII].
[AGENT][NEUTRAL] OK, and your phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and I don't show we have an email address on file for you. Would you like to put an email address on file?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me repeat that back to you. I've got [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for the verifications and you were wanting to change your, your banking information, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I
[CUSTOMER][NEGATIVE] My card was compromised so I had to get a new one.
[AGENT][NEUTRAL] OK, um, now I'm showing this is on your checking account, um, did the account number change or?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, just my debit card and I didn't know if you were using my checking account number or my debit card number.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] The checking account number so you're still good with us mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Well, good then.
[AGENT][NEUTRAL] OK. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Am I supposed to have a uh card, insurance card?
[AGENT][NEUTRAL] Uh, no, ma'am, on, uh, the cancer products, we, we no longer give out cards for it, um, because usually the insured will file the claim instead of the doctor, and that's why we don't send out cards anymore.
[CUSTOMER][NEUTRAL] OK, well, OK, so the only identification I have is just your phone number and information.
[AGENT][NEUTRAL] Uh, yes, ma'am, and I, the policy, um, did you need a, a copy of your policy or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I still have the original copy, but it's 20 years old.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] For longer if I've had it as long as I've had this policy and I've never had any updates or changes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, there, there's no, no changes to the policy or anything, so.
[AGENT][POSITIVE] Everything should be good.
[CUSTOMER][NEUTRAL] OK. Well.
[CUSTOMER][POSITIVE] I just happened to think about it the other day and I thought, uh oh, it won't come out of my bank account since I changed my card, but I'm good so that's great.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm and uh we do have an online service center now um which is secured. [PII] and on there you can file your claims and view your policies and everything there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, good.
[CUSTOMER][POSITIVE] Well, I'm happy. I, I just got this taken care of, so I didn't want to lose my policy for nonpayment.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][POSITIVE] Oh, no, ma'am. Yeah, you're good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well thank you and have a [PII].
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] And you too and thank you for calling APL.
[CUSTOMER][POSITIVE] Mhm thanks bye bye.
[AGENT][NEUTRAL] Mm. Goodbye, Miss [PII].
[CUSTOMER][NEUTRAL] Uh-huh.