AccountId: 011433970860
ContactId: df70f8c2-a58e-48c5-9677-25557e250335
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328420 ms
Total Talk Time (AGENT): 161909 ms
Total Talk Time (CUSTOMER): 77923 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/df70f8c2-a58e-48c5-9677-25557e250335_20250430T19:54_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 my bank draft on my policy, please.
[AGENT][NEUTRAL] OK, you're needing to update your bank draft information, is that correct?
[CUSTOMER][NEUTRAL] Right, my, my bank draft and my address.
[AGENT][NEUTRAL] OK, yes, ma'am. Well, I can help you with this, and who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII]. I have my policy number.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And Miss [PII], what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is uh your policy number, please?
[CUSTOMER][NEUTRAL] It's 502-712.
[AGENT][NEUTRAL] OK, thank you. So give me a moment please to get your information pulled up. Once I do miss you, I will have to verify several things with you first for security, so just one moment.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm. OK. So first off, Ms. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] Um, you, you, you probably have my old one. I'll give that to you in a minute, OK, [PII].
[AGENT][NEUTRAL] That we would have.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] For that road.
[AGENT][NEUTRAL] Mm, no, ma'am, that's not the one we have on file.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And city, state, and zip?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have for you is the same as the one that you provided for me, so that is the best number that we should have, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK thank you and lastly your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So the [PII], is that your current address or do you need to change that?
[CUSTOMER][NEUTRAL] That's, that's the current address that's the current address.
[AGENT][NEUTRAL] That is the correct? OK, all right, thank you. Now, as far as your bank draft information, Ms [PII], are you needing to just update the bank account number or did your routing number also change?
[CUSTOMER][NEUTRAL] Now everything changed, you know, I'm no longer with People's Bank. I'm with Regions now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we will not be able to just change the information over the phone since your routing number changed. Um, we will need to have you complete a new bank draft authorization form, and that can be emailed back to us. Give me just a moment, Ms. [PII] to get a couple of additional pieces of information pulled up for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Ma, pull up closer to the thing so you don't feel that. Pull up closer.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, just
[AGENT][NEUTRAL] I'm just up. I'm just getting that form for you and I'm gonna email that to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can email it back, Ms. [PII] to the same email address that you're gonna get the email from. So the email is gonna come to you from [PII]. I will put APL and then uh bank draft authorization form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In the subject line for you and you should have that within just a few minutes after we get off of the phone. I don't think it will go to your junk or spam folder, but in the event that you don't see it in your inbox within about 5 or so minutes, you may want to check one of those other folders.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So I will get this right on over to you. Is there anything else that I could help you with this afternoon, Ms. [PII]?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome and thank you for calling APL and I hope you have a very nice rest of your day.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You too. Bye-bye