AccountId: 011433970860
ContactId: de46bfbd-c3e9-49f2-84a2-8ad725af5be5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415019 ms
Total Talk Time (AGENT): 232927 ms
Total Talk Time (CUSTOMER): 159470 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/de46bfbd-c3e9-49f2-84a2-8ad725af5be5_20250310T17:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], I have Mr. [PII] on the phone, and he is wanting to be set. I mean he pays yearly. I just got his credit card payment after [PII] had transferred him over here. She had the unlapsing, but I got his, um, credit card payment. he's paid current now. He's wanting to set this up as a yearly bank draft.
[AGENT][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Alright, uh.
[CUSTOMER][NEUTRAL] He's just wanting to set it up on the bank draft so we don't forget again.
[AGENT][NEGATIVE] Trying to wrap wrap, I wrap my brain around real quick. I am shifting gears so bad over here, so many.
[CUSTOMER][NEUTRAL] Me, hey, don't feel like the Lone Ranger, honey.
[AGENT][NEUTRAL] I know you are too, honey. No, I'm not saying that. What's that policy number, dear?
[CUSTOMER][NEUTRAL] I do apologize, that is 602-155.
[AGENT][NEUTRAL] A PIM and uh whatever it is, and went to type and I'm like I don't have a freaking number.
[CUSTOMER][NEUTRAL] And he and a good phone number to call him back just in case is the [PII].
[CUSTOMER][POSITIVE] And he's real sweet.
[AGENT][NEUTRAL] OK, so the bank draft information will have to be mailed to him where you can go online and print it out. So I, you know, whatever he wants to do.
[CUSTOMER][NEUTRAL] Let's say I don't, I didn't know all that.
[AGENT][NEUTRAL] No, no, no, I'm thinking out loud. I do this to everybody. I have to think out loud.
[CUSTOMER][NEUTRAL] No, but I mean, no, but if I knew that I could have told him that and um but I didn't, so I, I.
[AGENT][NEUTRAL] Well, well.
[AGENT][NEUTRAL] And I really, I don't know whose places what to do anything anymore, but I do believe that's.
[AGENT][POSITIVE] Our place to do that. So put Mr. [PII] on through, sweetheart.
[CUSTOMER][POSITIVE] All right. And he's, like I said, he's really sweet.
[AGENT][POSITIVE] All right, thank you, dear. Oh.
[AGENT][POSITIVE] OK. Wonderful. That always helps.
[CUSTOMER][POSITIVE] All right. All right. Yes, it does. All right, dear. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Good afternoon, Mr. [PII]. This is [PII] in customer service. How are you today?
[CUSTOMER][NEUTRAL] Fine, and yourself?
[AGENT][NEUTRAL] I am fine sir, thank you very much. Um, so Ms. [PII] tells me that you're calling today to, to, uh, get the bank draft information so you can set your account up on bank draft, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, who's this again?
[AGENT][NEUTRAL] [PII], I'm horses. I always say.
[AGENT][NEUTRAL] I'm just naturally hoarse.
[AGENT][NEUTRAL] Um, so Mr. [PII], uh, OK, we can send that to you at the address that we have on file. It's a just a.
[AGENT][NEUTRAL] Quick little bank draft form for you to fill out and complete or I can have it emailed to you or you can go on our website and print it off if you'd like.
[CUSTOMER][NEUTRAL] I thought I gave that other girl all the information you all needed.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] We gave her
[AGENT][NEUTRAL] Let me look and see what.
[CUSTOMER][NEGATIVE] The one that, the one that called y'all, she got all the information y'all needed. I, I can't see what other information y'all need.
[AGENT][NEUTRAL] We have to have an actual form filled out we can't just enter information without a form from you stating that's what you would like to do.
[CUSTOMER][NEGATIVE] OK, uh, I wish you had told me that. I wouldn't, I wouldn't have given us so much information and I got to do it again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh bless you. I'm sorry. OK, so Mr. [PII], would you like that emailed to you at the email address we have on file? or would you like for it to be mailed to you?
[CUSTOMER][NEUTRAL] No, I don't have a computer. No, ma'am.
[AGENT][NEUTRAL] OK, so we'll get that mailed out to you at the address we have on file, and that is [PII]. I'm sorry, [PII].
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] That farm you're you're talking about, I already have one right here in front of me.
[AGENT][NEUTRAL] Oh, you have the bank draft form?
[CUSTOMER][NEUTRAL] I have one, yes. It says electronic fund transfer on the top. Oh.
[AGENT][NEUTRAL] Yes, sir, that's it.
[CUSTOMER][POSITIVE] And I can fill it out and put it in that envelope y'all sent me.
[AGENT][NEUTRAL] So if you're just
[AGENT][POSITIVE] Yes, sir, just if you'll do that, we will get you taken care of.
[CUSTOMER][POSITIVE] OK, I'll show, I'll do that right away.
[AGENT][NEUTRAL] OK. Well, when you get that to us, uh, Mr. [PII], we will get you set up on bank draft, OK?
[CUSTOMER][NEUTRAL] Now there's on, on that, on that form, ma'am, y'all have a Social Security number. Y'all don't have to have that, do y'all?
[AGENT][NEUTRAL] No, sir, just list your policy number for us on there, just right at the top somewhere in a blank space.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And just put your name, but we do need your bank account and full bank account information, bank name, routing number and account number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bank account number and bank routing number.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And the OPL policy number.
[CUSTOMER][NEUTRAL] Yes, and home number, home phone number.
[AGENT][NEUTRAL] Yes, sir, and is that how?
[CUSTOMER][POSITIVE] OK, I'll send it out and mail it to you right away.
[AGENT][NEUTRAL] OK, uh, real quick, Mr. [PII], is your home number, is that [PII] the number you're calling from?
[CUSTOMER][NEUTRAL] That's my, that's my cell phone number.
[AGENT][NEUTRAL] Alright, do you mind if we add that to your account? We do not have a phone number listed for you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, my phone, my home, my landline number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I thank you that's [PII].
[CUSTOMER][NEUTRAL] No, [PII]
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEGATIVE] [PII]. All right, I may have messed that up.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Read that to you one more time. I, I may have typed over something. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes ma'am, that's correct.
[AGENT][POSITIVE] Alright, wonderful. Alright, so we now have your information added to our system and um so Mr. [PII], is there anything else we can do for you at the moment?
[CUSTOMER][NEUTRAL] No, ma'am, I just want to get all this, uh, you know, straightened out.
[AGENT][POSITIVE] Certainly, yes, sir. Well, Mr. [PII], we, we'll get you taken care of once we receive that. And thank you for calling APL and sir, you have a fantastic day.
[CUSTOMER][POSITIVE] You too, ma'am. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.