AccountId: 011433970860
ContactId: f00a2c8a-c11a-4c5b-bae1-63234273c1cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 722039 ms
Total Talk Time (AGENT): 276252 ms
Total Talk Time (CUSTOMER): 238884 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/f00a2c8a-c11a-4c5b-bae1-63234273c1cc_20250418T16:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], uh, good morning. I was trying to see what uh what I need to do to help my mom change the auto draft to a new checking account that she has, um.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] So I was gonna see what you could do to me, you know, what you need from me.
[AGENT][NEUTRAL] Uh, sure. Mhm. Sure. Um, is the insured able to, um, give authorization to, um, provide information about the policy?
[CUSTOMER][NEUTRAL] Sure, sure. Um, she's [PII], so I'm gonna get her, she doesn't live with me, so I'm gonna have to merge her in on a call. Can you hold just a minute?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Sure, um, in the meantime, I can pull up the policy number.
[CUSTOMER][NEUTRAL] Yeah, so I'm
[CUSTOMER][NEUTRAL] OK, I don't have a policy number. I just have either her uh date of birth name that I can give you, uh, just to see if you have it there, then anything else you need to have changed, I can get her on the phone for you to ask her authorization.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, sure. Um, yes.
[CUSTOMER][NEUTRAL] Is that OK?
[CUSTOMER][NEUTRAL] OK. Her last name is [PII] and first name is [PII].
[AGENT][NEUTRAL] Alright, let me just a second while I try to pull it up by the last name [PII] and the first name, um, can you spell it for me please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][POSITIVE] All right. Thank you very much.
[CUSTOMER][NEUTRAL] T
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] Um, I'm not finding the policy number just with the name, um, with the name, is there any way that we could use her social security number?
[CUSTOMER][NEUTRAL] Yes, I'll get her on the phone then um she on her checking account it's being drafted every month it's it's called American Public and that's it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] So they should be all right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright, give me one minute if you don't mind I'm gonna merge her in, OK?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] All right, hold on one.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] OK, uh, my mother's on the line now.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Uh, good morning, Ms. [PII].
[CUSTOMER][POSITIVE] Good, good morning.
[AGENT][NEUTRAL] Hello, this is [PII] customer service with American Public Life. Um, can I have your social security number so we can look up your policy number, please?
[CUSTOMER][NEUTRAL] Sure, uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 886253
[AGENT][POSITIVE] All right. Thank you very much.
[AGENT][POSITIVE] And let me just a second while I try to pull up. I thank you very much. I will just um take a little bit of a time can pull it up in the system.
[CUSTOMER][NEUTRAL] I beg your pardon?
[AGENT][NEUTRAL] And I apologize for the wait. I do see here um the policy, and in what state is the policy was issued?
[CUSTOMER][NEUTRAL] They, uh, I think it was issued in [PII], right mom? Yes. OK.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, I have it here. And uh just for verification steps, can you tell me the date of birth and address, please?
[CUSTOMER][NEUTRAL] My, my date of birth?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's why you're asking me, OK, [PII].
[AGENT][NEUTRAL] Yes, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And lastly, your address, please.
[CUSTOMER][NEUTRAL] My what?
[AGENT][NEUTRAL] Your address, your home address?
[CUSTOMER][NEUTRAL] And that
[CUSTOMER][NEUTRAL] Oh, the address here? OK, is there, um.
[CUSTOMER][NEUTRAL] I get nervous. I forget everything. At [PII]:01.
[CUSTOMER][NEUTRAL] [PII]ifert R, S I uh S E I F E R Tyer Rd.
[CUSTOMER][NEUTRAL] Nazare, Pennsylvania 18064.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you very much. And um there there uh would you like me to provide that policy number so you can refer it?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Next time?
[CUSTOMER][NEUTRAL] Yeah. Yes, please.
[AGENT][NEUTRAL] Alright, that will be um 61.
[AGENT][NEUTRAL] 589 8.
[CUSTOMER][NEUTRAL] OK, yeah, and all we wanna do is now just change the auto draft to a different checking account number.
[AGENT][NEUTRAL] All right. And um just for um as a step, Ms. Wade, do you authorize um for us to release information to the person assisting you to change to change the bank draft information?
[CUSTOMER][NEUTRAL] You ask if I authorize? Yes, it's my son.
[AGENT][NEUTRAL] All right, thank you very much. And this um permission is only allowed for 24 hours, so at the end of the day, um you will no longer be able to um access any information of the policy. Um, all right, we can go ahead and do that change for you. Are we um updating the uh bank uh sorry, the routing number and account number or just the account number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, the routing and account number.
[AGENT][NEUTRAL] All right, well, I apologize for this inconvenience, but we are unable to change both. If it was the um account number, we could just do that through the phone, but since it is a new bank information, uh, we will be requesting a new electronic funds transferred to be um sent to us and signed, signed and sent to us.
[CUSTOMER][NEUTRAL] OK, um, let me see here. The only, the only problem here, let me see when y'all normally auto draft this, um.
[CUSTOMER][NEUTRAL] It looks like y'all what y'all do it on the 8th of every month, so you already took care of April. So, um, how soon could you get that over to her so she could do that.
[AGENT][NEUTRAL] Um, we can mail an electronic fund transfer form or it can be downloaded in the um APO website.
[CUSTOMER][NEUTRAL] OK, can you do that, can I do that for her, um, and, and, uh, update it, or I wish, I wish you could because, uh.
[AGENT][NEUTRAL] Um, mhm.
[CUSTOMER][NEUTRAL] I go, yeah, if you can, uh, can you email it to me so I can fill it out and send it in, or how can we do that?
[AGENT][NEUTRAL] Um, you can download it from the APL website. Um, I can give you the, the page where you can go.
[CUSTOMER][NEUTRAL] OK. What is
[AGENT][NEUTRAL] It would be a public.
[CUSTOMER][NEUTRAL] Yeah, OK, yeah, if you don't mind.
[AGENT][NEUTRAL] Mhm. Ampublic.com.
[CUSTOMER][NEUTRAL] OK, a inpublic.com, OK.
[AGENT][NEUTRAL] And there
[AGENT][NEUTRAL] Mhm, and let me know if you are able to um access it.
[CUSTOMER][NEUTRAL] Alright, I'm there.
[AGENT][NEUTRAL] And in
[AGENT][NEUTRAL] Top right there should be a section that says claims and forms.
[CUSTOMER][NEUTRAL] The public, oh yeah, let me see in there, oh, American Public Life. OK. I've I I'm at Ame Public, OK.
[AGENT][NEUTRAL] You can on it.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Alright, that's a it's a Mpublic.com, is that what you said?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, at the top right on my, uh, well, let me see, forms, I think it's on my left. OK, claims and forms. I see it.
[AGENT][NEUTRAL] Claims and forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it should have a section, um, if you scroll down, it, it will have multiple forms and
[AGENT][NEUTRAL] At the very bottom, it was an electronic funds transfer form, EFT.
[CUSTOMER][NEUTRAL] I see, OK, and I can get that. I can fill that out.
[AGENT][NEUTRAL] And you can download it. Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, once I download it, do I forward it to you or how do I get that sent?
[AGENT][POSITIVE] Yes, you can uh fax it or email it to us. I can provide both.
[AGENT][NEUTRAL] So it gets processed.
[CUSTOMER][NEUTRAL] OK, yeah, if you could uh give me your email and yeah and I'll email it to you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm, that will be Caine, C A R E.
[AGENT][NEUTRAL] Team
[CUSTOMER][NEUTRAL] C A R E
[AGENT][NEUTRAL] C A R E.
[AGENT][NEUTRAL] T E A M.
[CUSTOMER][NEUTRAL] OK. P like Paul.
[CUSTOMER][NEUTRAL] Yeah, care team
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] A, A as in apple, M as in Michael.
[AGENT][NEUTRAL] Public.com.
[CUSTOMER][NEUTRAL] Public.com.
[CUSTOMER][NEUTRAL] Alright, I'll go ahead and get that um.
[CUSTOMER][NEUTRAL] How long does it take to do once we send it in? I mean, is that pretty.
[AGENT][NEUTRAL] It, it is a pretty quick process. Um, once it is received, let's say it is already noon, um, if we receive it today, it could be processed today. If not, um, it will wait until
[AGENT][NEUTRAL] Monday or Tuesday.
[CUSTOMER][POSITIVE] OK, and that's fine. I mean, we're good now because it looks like April's already come out, so we're good then. I'll go ahead and I'll work on that and get that sent in so you have it by this, you know, by Monday.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] All right. Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] No, I think that that'll take care of it. um I appreciate your time. Thank you.
[AGENT][POSITIVE] You're very welcome. You're welcome and I hope you all have a nice day.
[CUSTOMER][NEUTRAL] You too bye bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.