AccountId: 011433970860
ContactId: ea0d4930-6b2b-4820-814b-f3265b58d953
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360559 ms
Total Talk Time (AGENT): 169800 ms
Total Talk Time (CUSTOMER): 157827 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/ea0d4930-6b2b-4820-814b-f3265b58d953_20250324T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Uh, my husband and I sent in some paperwork for changing our bank account and we wanna just check it as auto.
[CUSTOMER][NEUTRAL] Uh, pay, and we wanna make sure you've got the right account for this coming month.
[AGENT][NEUTRAL] OK, I can check that for you, Ms. [PII]. Can you please give me your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure 723-223.
[AGENT][NEUTRAL] Let me look that up real quick.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, Ms. [PII], um, I'm gonna need for you to please verify uh your date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that I have on the policy for you guys?
[CUSTOMER][NEUTRAL] [PII] and his number is [PII]. Mine is [PII] and our email is [PII].
[AGENT][NEUTRAL] All right, thank you and so you're wanting to check to make sure that we've got the correct bank draft information in our system, is that right?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] To make sure that we
[CUSTOMER][POSITIVE] Right, we, we, right, we changed banks. That's correct. We wanna make sure it's bank plus.
[AGENT][NEUTRAL] OK, can you give me the transit number?
[AGENT][NEUTRAL] For the bank.
[CUSTOMER][NEUTRAL] Um, but sure, uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if we've received anything.
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] OK, is um.
[AGENT][NEUTRAL] Mr. [PII] there where he can speak with me and give me consent to, OK. Thank you. Hi, Mr. [PII], this is.
[CUSTOMER][NEUTRAL] Sure, yes, right here, right here. What kind, what kind of uh.
[AGENT][NEUTRAL] So I wanna um.
[AGENT][NEUTRAL] Go over the bank information with you. I am seeing that um it has not been uh updated as of yet. I need to verify your date of birth, sir.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Thank you. I appreciate you verifying that information. And is it OK for me to talk with Ms. [PII] about your policy and the private information that's on as far as your bank information?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Sure she handles all that for me for us I mean I see yeah.
[AGENT][POSITIVE] OK, that's good.
[AGENT][POSITIVE] All right. Thank you, Mr. [PII]. You have a blessed day and thanks for verifying her for me.
[CUSTOMER][NEUTRAL] You too, thank you, ma'am. Um, we emailed or I or I emailed, um, on [PII].
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] [PII]. OK, alright, so what we're gonna do next is I'm gonna go ahead and transfer you on over to customer service because they received those emails we're gonna make sure that we've got the email and we've got the information and see if they can't um do some more to assist you OK? It's gonna be a brief hold.
[CUSTOMER][NEUTRAL] The form
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Oh good. OK. OK. That's fine. Thank you.
[AGENT][POSITIVE] You're welcome. Alright, you guys take care and thanks for calling APL.
[CUSTOMER][POSITIVE] Yeah that's it thank you.
[AGENT][NEUTRAL] All right, bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII] again.
[AGENT][NEUTRAL] I've got, hey, I have Miss [PII] on the phone and husband [PII] has already given permission for us to talk to her about their bank information. Um, they let me give you the policy number.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 723-223.
[AGENT][NEUTRAL] And they are calling because they sent in um a new bank draft um form because the actual routing number and everything changed on their bank for their draft.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We haven't updated it.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello, it went silent for a minute, OK.
[AGENT][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Uh, and they're just checking to be sure.
[AGENT][NEUTRAL] That you received the um
[AGENT][NEUTRAL] New bank draft information because it hasn't been changed on the policy yet.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Oh, I see that now. Oh my word, OK.
[CUSTOMER][POSITIVE] OK, I got you. I'm with you. OK. OK.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] [PII], I was looking at the direct deposit was updated but not the draft. OK, and that's what I kept looking at. Got you. OK, I will get that updated right now.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, I'm gonna go ahead and release her so that she knows you're doing that right now.
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][POSITIVE] Thank you. OK.
[AGENT][POSITIVE] She's really, she's really sweet too.
[AGENT][NEUTRAL] OK, bye-bye, [PII].
[CUSTOMER][POSITIVE] Good, thank you.
[CUSTOMER][NEUTRAL] Bye.