AccountId: 011433970860
ContactId: ea8fc74e-00cb-451e-bde6-2e52ba370914
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 693929 ms
Total Talk Time (AGENT): 240384 ms
Total Talk Time (CUSTOMER): 147623 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/ea8fc74e-00cb-451e-bde6-2e52ba370914_20250106T17:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I have a policy. I have a policy with APL and that uh policy is paid for with the bank draft, uh with the uh automatic withdrawal.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Each month from my bank account.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, I'm changing banks.
[CUSTOMER][NEUTRAL] So I need to continue uh a bank draft each month, but I wanna do it at a different, I wanna do it at a different bank.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, Mr. [PII], so you're going to be changing your banks, so that, so your routing number and your account number is all gonna be changing. Is that correct? And you're needing to find out what to do to get that updated?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, that's that's
[CUSTOMER][POSITIVE] You, that's that's correct, yes ma'am.
[AGENT][NEUTRAL] OK, yes sir. Well, I can help you with that. What I'll need to do first though, um, Mr. [PII] is to get some information from you and verify some things with you for security purposes. Uh, first off, what is a good call back number for you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your policy number?
[CUSTOMER][NEUTRAL] Uh, just a moment here. I've got because I had a claim here, uh, just a second.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh, it may take me a while to find that policy number. I've got, uh, got a cancer claim form, got documentation.
[CUSTOMER][NEUTRAL] From ATL.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hang on just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I recently had a claim, would it be on that claim form?
[AGENT][NEUTRAL] Yes, sir. Well, it would be on the claim on the explanation of benefits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't, so this is a claim form that they sent an extra one.
[AGENT][NEUTRAL] No, sir, it wouldn't be on the claim form that we sent to you. It would not be on that.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK, maybe.
[AGENT][NEUTRAL] Now, I can
[CUSTOMER][NEUTRAL] I had this policy.
[AGENT][NEUTRAL] I can try and look it up with your full social if you're the subscriber depending on, uh, you know, I may or may not be able to look it up with that number.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] But I can
[CUSTOMER][NEUTRAL] You can, you can try because my.
[AGENT][NEUTRAL] If you don't
[CUSTOMER][NEUTRAL] My social, I'll give that to you. I'll try that.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, hold it here we go, just a second. I got it.
[CUSTOMER][NEUTRAL] I got my claimant [PII], my claim number.
[CUSTOMER][NEUTRAL] Policy number. I got it right here.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, policy number is 007.
[CUSTOMER][NEUTRAL] 19881
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, Mr. [PII]. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your home mailing address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Thank you. And then do you have an email Mr. [PII] because I see that we do not have one on file for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So your [PII], is that correct?
[CUSTOMER][POSITIVE] That's correct, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so give me just a moment.
[AGENT][NEUTRAL] OK, Mr. [PII], so I can act well, first off, has anyone ever spoken to you or told you about our portal, the online service center where you can set up your profile and have access to your policy information and claims information online as well as your explanation of benefits?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, now I can email you the user guide on how to set that up and I can also include a bank draft authorization form because you will need to complete a new form since you were changing banks and the routing number and account number are also changing and this form it's gonna be just like the one you filled out before but you can either.
[AGENT][NEUTRAL] Email it back or you can fax it back or mail it.
[AGENT][NEUTRAL] And the
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Uh, rather than, uh, can you just mail me that information so that I can do it the old fashioned way?
[AGENT][NEUTRAL] I can send a request yes sir to uh have that mailed to you, so give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I will email you the information for the online. I don't have that to mail to you for the portal.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] OK, I got you.
[AGENT][NEUTRAL] Now I can attach along with that though that way you can go ahead and have it quicker because it can take up to 10 business days for you to receive that in the mail. Do you have a way to print out that form, the bank draft authorization?
[CUSTOMER][NEUTRAL] No, I don't. That's why I wondered if you could just mail that.
[AGENT][NEUTRAL] Oh, OK, well, I can request that be mailed to you, so give me a moment to send that to send that request.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] With me, just, it's gonna be just a couple of minutes, Mr. [PII] to send this request for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Did you say a couple of minutes or a couple of months? What did you say? I didn't understand that.
[AGENT][NEUTRAL] No, no, no, sir, a couple of minutes. So just bear with me while I'm processing your request to have this sent to you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK yeah I got you now thank you, take your time.
[AGENT][POSITIVE] Uh-huh, you're welcome. Thank you.
[AGENT][NEUTRAL] OK, so I have submitted that request for you, um, to have that mailed to you, Mr. [PII]. They do allow up to 10 business days for that to be received.
[AGENT][NEUTRAL] And then once it's been completed you can either like I said you can fax it, mail it or if there's a way that you can scan and email it you can also email it back to our care team as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and it's just a matter of uh new uh bank draft uh bank account number on this on this.
[AGENT][NEUTRAL] Uh-huh. Yes, sir. It's just right, just like before, you would just complete that form with the new banking information and sign it and then return that to us.
[CUSTOMER][POSITIVE] OK, sounds great I appreciate your help.
[AGENT][POSITIVE] OK, well, you are certainly very welcome. So is there anything else that I can help you with today?
[CUSTOMER][NEGATIVE] No, ma'am, I don't believe so.
[AGENT][POSITIVE] All right, well then, thank you so much for calling APL, Mr. [PII], and I hope that you have a very nice afternoon.
[CUSTOMER][POSITIVE] Yes ma'am you too thank you bye bye.
[AGENT][POSITIVE] Thank you. Yeah, hi, you're welcome. Bye bye.