AccountId: 011433970860
ContactId: d9a67030-a2e4-4774-ac6f-caea983f6e81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1043280 ms
Total Talk Time (AGENT): 385513 ms
Total Talk Time (CUSTOMER): 229375 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/d9a67030-a2e4-4774-ac6f-caea983f6e81_20250529T17:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to change uh the account that my payments uh.
[CUSTOMER][NEUTRAL] Is taken out from
[AGENT][NEUTRAL] OK, so you
[CUSTOMER][NEUTRAL] For my insurance and uh.
[AGENT][NEUTRAL] OK, so you're the policy holder and you're needing to update uh the bank account number that your draft is taken from, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, sir. Well, I can help you.
[CUSTOMER][NEGATIVE] And I also wanna cancel part of that insurance also.
[AGENT][NEUTRAL] OK, so first off what I'll need to do is to get your policy information pulled up and verify some things with you and then we can go from there on what would need to be done, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Sounds good. Yeah.
[AGENT][NEUTRAL] Alright, so first off, who am I speaking with please?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] Thank you. And Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your policy number, please?
[CUSTOMER][NEUTRAL] Uh, that I don't have with me.
[AGENT][NEUTRAL] OK, what is your full social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Mr. [PII]. Thank you. Give me a moment please to look at your information.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, Mr. [PII]. So again, as I stated, I will need to verify several things with you first for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Sure. Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then also your home mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh. Your zip code? Thank you. The phone, thank you. The phone number that is on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] [PII]. So it's [PII].
[AGENT][NEUTRAL] OK, thank you. So, Mr. [PII], on your, on your, uh, banking information, is it only the account number that is changing or is your routing number also changing?
[CUSTOMER][NEUTRAL] The that's it's everything, the routing number and, and what I have for the payment preference is what I want for the payment to be taken out.
[CUSTOMER][NEUTRAL] So can you see my payment preference? I just updated that.
[CUSTOMER][NEUTRAL] Online.
[AGENT][NEUTRAL] OK, so you've
[AGENT][NEUTRAL] You updated your payment preference. OK, can you be a little more specific on how that's worded, Mr. [PII]? There's some.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, when you guys pay a claim.
[AGENT][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] When you guys pay a claim, you, you can do direct deposit so I updated that information and I thought it'd be easy for you just to look that up, but if not I can tell you what the address is, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you've updated.
[AGENT][NEUTRAL] OK, so go
[AGENT][NEUTRAL] Uh, you can, OK, so if you'll verify that information so that I can tell if it's been updated.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Oh, it's uh
[CUSTOMER][NEUTRAL] It's NBT Bank.
[CUSTOMER][NEUTRAL] Uh, and Montross, uh, routing number is [PII].
[AGENT][NEUTRAL] I need your uh-huh uh-huh.
[CUSTOMER][NEUTRAL] You need what?
[AGENT][NEUTRAL] Yeah, go ahead. You can go ahead with that.
[CUSTOMER][NEUTRAL] OK, the routing routing number is [PII].
[AGENT][NEUTRAL] OK, and then the account number?
[CUSTOMER][NEUTRAL] My checking account is [PII].
[AGENT][NEUTRAL] OK, thank you. So yes, sir, I can see that for your direct deposit, that that has been updated to that information.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, so that's what I, that's what the address or that's not the address that's the bank. I want my payment taken out and pay. I'm on policy from.
[AGENT][NEUTRAL] OK, so give me, um, now for the
[AGENT][NEUTRAL] OK, so for your authorization since it's changing.
[AGENT][NEUTRAL] OK, let me look at something.
[AGENT][NEUTRAL] So because for the premium to be changed, you will have to complete a new form, Mr. [PII] and sign that.
[AGENT][NEUTRAL] I can actually email you that authorization form you can complete it and then you can email it back to our care team to get that updated because the routing number has changed. I can't update it over the phone so we would have to get that new form so give me just a moment.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To get that for you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And how do, uh, can I talk while you're doing that?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, how do I cancel part of the what I have going on?
[CUSTOMER][NEGATIVE] I just wanna keep the life insurance part, uh, the rest of it I wanna cancel.
[AGENT][NEUTRAL] OK. So you're wanting to cancel the other two coverages and keep your, and then keep your life in the short, I mean, the, uh, I can't talk, I'm sorry. The life insurance policy is the only one you want to keep. Is that correct?
[CUSTOMER][NEUTRAL] What is there a form for that?
[CUSTOMER][NEUTRAL] Life insurance.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, alright, so I can help you with that. So just a moment.
[AGENT][NEUTRAL] Now, if you can access, you have access to the internet.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm already on my site right now.
[AGENT][NEUTRAL] OK, so if you go to our, not within your portal, but if you go to the just [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm in claim forms right now.
[AGENT][NEUTRAL] OK, so let me find, let me locate the title for the specific form. Give me just a second.
[CUSTOMER][NEUTRAL] It oh it says uh oh wait a minute.
[CUSTOMER][POSITIVE] I like when we have it back, change the bridge possible there we go.
[AGENT][NEUTRAL] So there's going to be.
[AGENT][NEUTRAL] Yes, there are change request forms. There is also the direct deposit and funds transfer forms.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you would, it would be that electronic transfer form that's the one you would need to complete, so that we can get your draft information updated.
[CUSTOMER][NEUTRAL] Oh, I haven't in here.
[CUSTOMER][NEUTRAL] OK, direct to I see oh electronic transfer, got it.
[AGENT][NEUTRAL] Yes, sir. So that would be the one to complete.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK, I got that.
[AGENT][NEUTRAL] OK, and then also there is where it says change and request forms.
[CUSTOMER][NEUTRAL] Uh, OK, they're alphabetical. OK, yes, change request. OK, you got that one now.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] OK, so the change in the first one just says change in request form. So let me look at that one. Give me one second.
[CUSTOMER][NEUTRAL] And ownership game.
[AGENT][NEUTRAL] Now, under section 9.
[AGENT][NEUTRAL] On that policy you can put your request in there.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] To cancel
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have those?
[CUSTOMER][NEUTRAL] With that with that.
[AGENT][NEUTRAL] Yes, sir, do you have the
[CUSTOMER][NEUTRAL] Well I can see it online here.
[AGENT][NEUTRAL] You can save your policy numbers.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, sir. Well, yes, sir, if you're in your portal. Mhm.
[CUSTOMER][NEUTRAL] Yeah, I think if I go to file a claim, yeah.
[AGENT][POSITIVE] Yes, so, or I could be happy to give them to you. So if you'll just um include those two policies that you want canceled and then also include that other form so that we can get your draft information updated for you on your life policy.
[CUSTOMER][POSITIVE] Yeah, so I can, I can get those.
[CUSTOMER][NEUTRAL] OK, and how long does this, how long does this take to take effect?
[AGENT][NEUTRAL] So this policy uh would
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I paid all of your policies are currently paid to 61.
[AGENT][NEUTRAL] So it would term as a 6 month if you return that back today, it will not try to draft if we're able to get that processed.
[CUSTOMER][NEUTRAL] OK, because there's no money in that other account anymore.
[CUSTOMER][NEUTRAL] So I don't want anything trying to take out of that account.
[AGENT][NEUTRAL] Forgiveness.
[AGENT][NEUTRAL] OK, so if you'll bear with me, I can probably just go ahead and do that for you. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, printing out those forms now.
[AGENT][NEUTRAL] Yeah, go ahead. I mean, that's fine while I'm, I'm just gonna pull up each of these other two policies, so to see if I can just cancel them over the phone with you. So one moment.
[CUSTOMER][NEUTRAL] So I can just upload it in the claim area right? and you'll see it there or what?
[AGENT][NEUTRAL] Actually, it would be better if you would just email that to [PII].
[CUSTOMER][NEUTRAL] Can you, can you say that one more time, please?
[AGENT][NEUTRAL] Yes, sir. Uh-huh. [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then I can.
[AGENT][NEUTRAL] You actually will not have to send that form about the cancellations. I will go ahead and do that for you, but give me just a moment.
[CUSTOMER][POSITIVE] Great, I do want to keep the life insurance.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So, uh, that lasts until I'm what [PII] or something, do you know offhand?
[AGENT][NEUTRAL] No, sir. I don't because I'm, I'm not in that policy. Yes, sir. I'm not in that one at the moment.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if there's no claim on it, is, I don't know the policy that well is is there a payback on the at the end if it doesn't get used?
[AGENT][NEUTRAL] No, sir, there wouldn't, on this one, there is not. On the term policy, I can tell there is no um cash value on that one. correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, yeah.
[CUSTOMER][NEUTRAL] OK, great. Just checking.
[AGENT][NEUTRAL] Let's see, sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just please bear with me while I am getting these policies canceled for you, the other two, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I have canceled both of your other policies.
[AGENT][NEUTRAL] And the only policy that you still have active is going to be your, your life insurance policy. So if you will please send us that change um form for your banking information, then we will get that corrected and I will make a note that you and I had spoken on the phone today about tha[PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] I will just a few minutes.
[CUSTOMER][POSITIVE] OK, great. Thank you very much.
[AGENT][POSITIVE] OK, well, you're certainly very welcome and we have really appreciated your business as far as your other policies um with us. So is there anything else, Mr. [PII] that I can help you with at the moment?
[CUSTOMER][POSITIVE] No, that'll do it thank you.
[AGENT][POSITIVE] OK. Well, you're welcome and thank you again for calling APL and I hope you have a very nice rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, bye bye.