AccountId: 011433970860
ContactId: ed86c597-067a-4814-9c25-ccb8f31542d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217940 ms
Total Talk Time (AGENT): 95715 ms
Total Talk Time (CUSTOMER): 103545 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/ed86c597-067a-4814-9c25-ccb8f31542d6_20250324T16:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] again.
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] I've got hey I have Miss [PII] on the phone and husband [PII] has already uh given permission for us to talk to her about their bank information um they and let me give you the policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 723-223.
[AGENT][NEUTRAL] OK.
[CUSTOMER][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.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We haven't updated it.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Hello. It went silent for a minute. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Uh, and they're just checking to be sure.
[CUSTOMER][NEUTRAL] That you received the um
[AGENT][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] New bank draft information because it hasn't been changed on the policy yet.
[AGENT][NEUTRAL] Oh, I see that now. Oh my word. OK.
[AGENT][POSITIVE] OK, I got you. I'm with you. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][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.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, I'm gonna go ahead and release her so that she knows you're doing that right now.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Thank you. OK.
[CUSTOMER][POSITIVE] She's really, she's really sweet too.
[AGENT][POSITIVE] Good, thank you.
[CUSTOMER][NEUTRAL] OK. Bye-bye, [PII].
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, Miss [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. How are you today?
[CUSTOMER][NEUTRAL] I'm doing fine. How are you, [PII]?
[AGENT][NEUTRAL] I'm good thank you. uh [PII] was just telling me that we received a bank draft authorization from you but we have not updated our system yet.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, that, that's what I was following up on today to see if it, if it had been done. She said it hadn't.
[AGENT][NEUTRAL] OK, I I do see that bank draft and I just updated it, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, it looks like it will draft again on the [PII] and it will come out of this new account. It is updated now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, it'll come out of the bank plus account.
[AGENT][POSITIVE] Yes, ma'am. That's right.
[CUSTOMER][POSITIVE] Can you tell? Oh, that's perfect. OK, well, that's what we needed. Just wanted to follow up on it.
[AGENT][POSITIVE] OK, I'm glad you did, and I'm so sorry about that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] That's OK. No, no problem. I was just giving it a few days to, you know, so you have time to do it and um but I hope you have a great day and uh we appreciate you. All right. Stay safe up there. OK.
[AGENT][NEUTRAL] You too.
[AGENT][POSITIVE] You are welcome. Do you need anything else? Oh, yes.
[CUSTOMER][NEUTRAL] No, that's, that's all I needed.
[AGENT][POSITIVE] OK, OK, thank you, and you have a good day too, and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes, ma'am. Take care.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Mm bye-bye.
[AGENT][NEUTRAL] Bye.