AccountId: 011433970860
ContactId: d05450eb-0afc-46c6-bb1f-e229093f4491
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252199 ms
Total Talk Time (AGENT): 101159 ms
Total Talk Time (CUSTOMER): 102238 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/d05450eb-0afc-46c6-bb1f-e229093f4491_20250212T20:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII] in [PII]. I'm calling I'm calling because I have changed banking institution locations here in [PII], and I need to give the new uh routing and account uh checking account number so that my premium can be deducted from my new location as opposed to the old one.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes ma'am, I can do that for you. I can get you the right person to do that for you. Would you give me your policy number real quick?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, policy number is A as in apple 31123.
[AGENT][NEUTRAL] Um, I don't have that particular, that's not one of our policy numbers, um.
[CUSTOMER][NEUTRAL] Um, I've had it out since [PII].
[AGENT][NEUTRAL] Let's see, let me get yours.
[AGENT][NEUTRAL] That's possibly why because um.
[AGENT][NEUTRAL] Uh, is there, um, another policy number like maybe?
[AGENT][NEUTRAL] On the paperwork that uh like a newer one.
[CUSTOMER][NEUTRAL] No, I mean, I don't have any, I have.
[AGENT][POSITIVE] That would be, that sounds funny.
[CUSTOMER][NEUTRAL] All I have is the original policy that was given to me in [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Alright, let me get your social I can pull it up that way.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, and I'm still fairly new, so there might be a way to pull it up by that old number, but I am not aware of it at the moment, so let me, uh, all right, Miss [PII], I found you here. Let's see.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, would you verify your mailing address and phone number for me, please?
[CUSTOMER][NEUTRAL] Mhm. um the mailing address is [PII].
[CUSTOMER][NEUTRAL] And my home phone is [PII].
[AGENT][NEUTRAL] Alright, that I found that information so let me get you over to um the customer service department. This is the billing department, but it's group billing, so it wouldn't be something that I could, no, no, no apologies necessary. It's a common mistake, um, might be something we need to update in our system, but um let me get you over to the right people and uh I will let you know just one moment.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] and billing. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm well. I have a Miss [PII] on the phone. She's needing to change her um account and routing number on her payments.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] It's an older one, it's 707-410.
[CUSTOMER][NEUTRAL] OK, hold on just a second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I had to pull it up by her social.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, so I've already verified her. I apologize I did not get a callback number though.
[CUSTOMER][NEUTRAL] OK, that's OK.
[AGENT][NEUTRAL] All right, one moment. Yes, ma'am.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] I have [PII] on the phone and she's gonna help you with that request.
[CUSTOMER][POSITIVE] Great thank you so much I appreciate it.
[AGENT][POSITIVE] Yes, ma'am. Have a great rest of your week. Thanks for calling ATL. Bye bye.
[CUSTOMER][POSITIVE] That certainly, thank you.