AccountId: 011433970860
ContactId: db358948-54a6-4b6a-bda8-d05717e8aedc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 772679 ms
Total Talk Time (AGENT): 182219 ms
Total Talk Time (CUSTOMER): 348090 ms
Interruptions: 21
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/db358948-54a6-4b6a-bda8-d05717e8aedc_20250522T19:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling ATL. This is. How may I assist you? Uh, yes, ma'am. My name's [PII], yeah [PII].
[CUSTOMER][NEUTRAL] I have a policy with you.
[AGENT][NEUTRAL] How may I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A, a dental policy.
[CUSTOMER][NEUTRAL] I am trying to change banks.
[CUSTOMER][NEUTRAL] And I need for you to tell me what you need for me to do.
[AGENT][NEUTRAL] OK, right. Um, do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK, um, do you have the policy?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It says here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Premium ID.
[CUSTOMER][NEUTRAL] 1640349942. Is that what you're looking for?
[AGENT][NEUTRAL] Um, no, uh, the policy number is really short. It's gonna have like 20s followed by 6 digits or 10 followed by 7 digits.
[CUSTOMER][NEUTRAL] Um, no, uh, the policy number is really short. It's gonna have like 20s followed by 6 digits or 10 followed by 7 digits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I don't have.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] It's OK. Um, let me have the spelling of your last name.
[CUSTOMER][NEUTRAL] Um, let me have the spelling of your last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And the spelling of your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Let me have a callback number just in case.
[CUSTOMER][NEUTRAL] OK. Area code [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] I'm still searching with your name, OK?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I've had the sale on time.
[CUSTOMER][NEUTRAL] So, you may have to go back a little ways.
[AGENT][NEUTRAL] OK. OK. And you said, um let me repeat back the last name just to make sure. It's [PII]
[CUSTOMER][NEUTRAL] OK and you said um let me repeat back the last name just to make sure it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Yes, girl.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, OK, here.
[AGENT][NEUTRAL] For security, may I have your um date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] For security, may I have your um date of birth, mailing address, and email address?
[CUSTOMER][NEUTRAL] I have no mail or email.
[AGENT][NEUTRAL] OK, just the date of birth and mailing.
[CUSTOMER][NEUTRAL] OK, it's my day.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, birthday is [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. All right. And let's see.
[AGENT][NEUTRAL] OK, and you said you're trying to change uh the whole bank for the draft or just the policy number?
[CUSTOMER][NEUTRAL] And you said you're trying to change um the whole bank for the draft or just the policy number?
[CUSTOMER][NEUTRAL] No, I'm trying to change one credit union to another credit union.
[AGENT][NEUTRAL] Of the whole bank. OK. All right. So in this case, um there is a form that you need to fill out and send back to us. Um, you can either get that through our website or I can send you one by mail.
[CUSTOMER][NEUTRAL] All right, so in this case, um, there is a form that you need to, uh, fill out this and that.
[CUSTOMER][NEUTRAL] Hey, you can get that through our website or I can send you. Yeah, I, I'm sorry, I have no computer. You're gonna have to send me by mail.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] By mail. OK. All right. Let me go ahead and get this sent out to you. Um, do you mind holding for me while I send this request out?
[CUSTOMER][NEUTRAL] OK, alright, let me go ahead and get this sent out to you. Um, do you mind holding for me while I send this request out? Oh, let me ask you a question. Well, you need a voided check.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] A voided check, um, it is requested on the form, but if you don't have one, we just need the information and your signature on that form.
[CUSTOMER][NEUTRAL] A voided check, um, it is requested on the form, but if you don't have one, we just need the information and your signature on that form. Well, I'm gonna have a voided check.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] If you do have the voided check, we, we need that, yes.
[CUSTOMER][NEUTRAL] where
[CUSTOMER][NEUTRAL] OK, I can send it to you.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yes, yes. Once you receive the form, you will send it together with the form, OK? So, OK. I'm gonna put, OK, I'm gonna put you on a brief hold, OK? So I can go ahead and make this request for you. Thank you.
[CUSTOMER][POSITIVE] Yes, yes, once you receive the form, yes ma'am, yes ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] OK, I'm gonna put you on a brief hold, OK, OK, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding.
[CUSTOMER][POSITIVE] Thank you for holding. Yes, I am.
[AGENT][NEUTRAL] Mrs. [PII], OK. I went ahead and requested that form, so it should be there within 5 to 7 business days.
[CUSTOMER][NEUTRAL] OK, I went ahead and requested that form, so it should be there within 5 to 7 business days. OK, now I need to let you know it's gonna be I'm gonna make that try to think of this happen either by [PII] or [PII], so I'm just trying to get everything together.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's not going to be like next month.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think like of that.
[CUSTOMER][NEUTRAL] So, cause I need to uh get in touch with other people. I need to get in touch like with um
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] My retirement boys.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] There's another place sending to call that does an automatic deduction.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I just didn't know how this would be.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So I said, let me get started early enough where by July, I can have everything together or August, I can have everything together.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, yes, that was really smart. Yeah. um, yeah, we're gonna draft the one for June coming up and then just go ahead and um send that information as soon as possible so you can have it set up for July or August to be drafted from the new one, OK?
[CUSTOMER][POSITIVE] That's smart, yeah, um, yeah, we're gonna draft the one for June.
[CUSTOMER][NEUTRAL] And then just go ahead and um send that information as soon as possible.
[CUSTOMER][NEUTRAL] Ex up for July or August to be.
[CUSTOMER][POSITIVE] OK, yes, ma'am. Thank you, thank you for your help. I appreciate it.
[AGENT][POSITIVE] Mhm. You're welcome.
[AGENT][POSITIVE] You're welcome. You're welcome. You have a good day. Is there anything else?
[CUSTOMER][NEUTRAL] But we can't? No, man, that's it. That's it.
[AGENT][POSITIVE] OK. Have a good day. Thank you for calling APL. Good afternoon. Goodbye.