AccountId: 011433970860
ContactId: e64b5fb4-0cb0-4256-95c3-7c8249973589
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358619 ms
Total Talk Time (AGENT): 139353 ms
Total Talk Time (CUSTOMER): 144921 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/e64b5fb4-0cb0-4256-95c3-7c8249973589_20250402T14:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is.
[AGENT][NEUTRAL] [PII], how can I help you?
[CUSTOMER][NEUTRAL] Uh, I was calling, um, to speak with [PII], my analyst that's working on my case.
[AGENT][NEUTRAL] OK, I could see if [PII] is available um, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number, uh, from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, do you have your policy number?
[CUSTOMER][NEUTRAL] 620424
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I'm just gonna verify some information really quick [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] [PII]. You probably can help me, but I don't, I don't know if you can. I have to talk to [PII], but I was wanting to stop the automated draft and just send me a check in the mail.
[AGENT][POSITIVE] Awesome thank you so much.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Yeah, I think I can help you out with that. Let's see.
[AGENT][NEUTRAL] All righty, and it was just the one policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, so we were just want you just wanted to receive a um a statement in the mail instead of it being automatically drafted, right?
[CUSTOMER][NEGATIVE] I, I want it, no, no, no, no, no. I want my check to be mailed to me instead of going to the bank.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you mean, OK, I'm sorry, just so that I understand correctly, this was for paying your premium or for receiving payment for claims?
[CUSTOMER][NEUTRAL] For receiving payment.
[AGENT][NEUTRAL] Receiving payment. OK, so that would be setting up direct deposit, OK.
[CUSTOMER][NEUTRAL] I already set up direct deposit, ma'am. I don't want it to be direct deposited. I wanted a check to be mailed to me.
[AGENT][NEUTRAL] I see. OK, so we wanna get rid of the direct deposit. OK, I'm so sorry. I just wanted to make sure we were on the same page. OK, give me just a moment, [PII]. I'm gonna put you on a brief hold. I'll get right back with you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Uh, and, and also send me a bill, send me a bill for the premiums as well, so stop both of them, just send me a bill every month and going to the bank because I'm getting ready to change banks and um I don't want it to go back to that bank.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I see. OK, so we need to stop the draft payments and the direct deposit. I understand. OK, thank you so much for informing me. I'm sorry, I just again wanted to make sure we're on the same page. OK, so I'm gonna put you on a brief hold, um, I'll get right back with you, OK?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[CUSTOMER][NEUTRAL] Deferring
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] Doing good how are you?
[AGENT][NEUTRAL] Doing alright thank you so I've got a member on the line and she currently has um draft payments set up and uh direct deposit set up. She wants all of that removed um she wants uh she's changing her bank is what she said so she wants all of that removed. She wants to start receiving just a a bill in the mail and then uh you know of course direct deposit taken off as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, um, she.
[CUSTOMER][NEUTRAL] Um, just for future reference, we can't delete any bank information on it, but we can definitely change the method of payment. Um, I can go ahead and take the call. She will just have to fill out a, a form requesting that change and that'll be all we can do.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm sorry, I don't, I just never really come across this before. It's always been setting it up. I wasn't sure if it was just something as simple as us deleting that.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, um, the system doesn't allow us once the bank information is plugged in. Uh, so we can't really remove it. We can do, uh, we can change the method of payment, but you just have to, um, pretty much sign a paper notifying us and that's it. Um, but I can go ahead and um take her. Uh, what is the policy number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's 620.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 424.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we are speaking with uh [PII].
[CUSTOMER][NEUTRAL] All right, Ms. [PII]. Sounds familiar.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got her.
[AGENT][NEUTRAL] OK, are you ready for her now?
[CUSTOMER][NEUTRAL] Mhm. Yes, I got her.
[AGENT][POSITIVE] All right thank you I appreciate your help.
[CUSTOMER][POSITIVE] Mhm. You're welcome.
[AGENT][NEUTRAL] All right, bye-bye.
[CUSTOMER][NEUTRAL] Bye.