AccountId: 011433970860
ContactId: eaa2babe-1618-4eb4-b13e-17f1c5a27c4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88639 ms
Total Talk Time (AGENT): 39010 ms
Total Talk Time (CUSTOMER): 59478 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/eaa2babe-1618-4eb4-b13e-17f1c5a27c4b_20250130T19:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with Gov Coast Chemical in Apple, Louisiana. I got an email just now regarding some banking information changes, and I just wanna make sure this is from y'all before I change anything. Can you verify that for me?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh, sure can. And um [PII], may I have a good contact number in case we're disconnected and your policy, or sorry, group number?
[CUSTOMER][NEUTRAL] Sure, sure, [PII] and let me see if it has it on here let me look. I don't have it on here just has y'all banking information changed and it comes from [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, that's us. It's, you don't have to do that, it's OK. But we have sent out the um messages. I'm just trying to get to the group payment so I can confirm the address for you, but yes, that's true.
[CUSTOMER][NEUTRAL] So let me see what that's y'all, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, yeah, and the address is that they have on here is if you prefer to mail your premium, please note our new mailing address is [PII].
[AGENT][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] [PII]. Yep, that's for standard mail, yes, and there's one for overnight mail too if you need it.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, no, we could, OK, so [PII], so this is y'all's banking information that's changed, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Oh, OK, thank you so much appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK, bye bye.