AccountId: 011433970860
ContactId: f0e7f2de-ed9a-41bd-8396-222d4173b6a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1051859 ms
Total Talk Time (AGENT): 221544 ms
Total Talk Time (CUSTOMER): 168204 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/f0e7f2de-ed9a-41bd-8396-222d4173b6a9_20250619T21:30_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, so this was solved in [PII] in [PII], and back on [PII] and [PII] of this year, I sent in a change of address. I um uh send anyway I send in a paper to change my address. I'm in my bank account and it still hasn't been changed. What do I need to do?
[AGENT][NEUTRAL] OK, um, so you're trying to change your bank account information?
[CUSTOMER][NEUTRAL] Yes, I'm trying cause it's on an automatic withdrawal every month and I have moved and so I needed it changed to my new bank.
[AGENT][NEUTRAL] OK. All right, let me see, uh, let me see what happened. Um, may I have a callback number just in case we get disconnected and the policy number?
[CUSTOMER][NEUTRAL] It's [PII] and the policy number is 00433499.
[AGENT][NEUTRAL] OK, thank you. One moment, let's see.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you and may I have um
[AGENT][NEUTRAL] The mailing address on file.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII] or is that's my new one, or do you still have it under my old one, I'm [PII].
[AGENT][NEUTRAL] OK, it looks like we still have the old one, but we can change that address over the phone. Um, let me go ahead and bear with me.
[AGENT][NEUTRAL] So the banking information, are you trying to change just the bank, the whole bank information for the draft, or you need to change just the account number?
[CUSTOMER][NEUTRAL] Oh, I need to change everything for a new draft on a new bank.
[AGENT][NEUTRAL] Got you. OK so.
[AGENT][NEUTRAL] Yeah, send my mail. OK, bear with me. And where did you send that letter?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see. I sent it the form to.
[CUSTOMER][NEGATIVE] Oh, I had called American Public Life, and they had, and they sent me a form to fill out, to change my address, and I did. I changed, and not my address, but my bank account. And I sent it off. I mailed it on the [PII] and [PII] of this year, and it was to be changed from Patterson's um to Region's Bank.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Bear with me because it looks like we got a direct deposit form, not the um ACH form the.
[AGENT][NEUTRAL] Draft form, bear with me just a second. Let me see what happened here.
[AGENT][NEUTRAL] Do you mind holding for me? I'm just gonna research here something really quick to see what happened or what that.
[CUSTOMER][NEGATIVE] Honey, you're cutting out so bad.
[AGENT][POSITIVE] OK, I'm so sorry.
[CUSTOMER][NEGATIVE] OK, would you repeat that because you're cutting me out.
[AGENT][NEUTRAL] OK. I'm gonna put you on a brief hold. I'm just gonna go ahead and search and see what documents were received on [PII]. We did receive something. I just need to check and see what it was, OK? Do you mind holding for me?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] No, I don't mind at all.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding Mr.
[CUSTOMER][NEUTRAL] Ma'am,
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] see that it was the direct.
[CUSTOMER][NEUTRAL] Sorry, I didn't hear you.
[AGENT][NEUTRAL] Oh, I'm sorry. Thank you for holding, Miss. [PII]. OK, so I went ahead and um look at the documents that you send in, and it looks like it was a direct deposit, not a draft form.
[AGENT][NEGATIVE] So it was the incorrect product and I, I went ahead and send an email with the draft form.
[AGENT][NEUTRAL] So I don't know if you want to get it from there or you want me to send it by mail. I can also send it by mail. Um, so you can go ahead and send the correct information. Now the address I can go ahead and change that right now, OK? Um, let me have that new address so I can change that for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. How do you spell the name of the street of the avenue?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. OK, let me change that.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I have changed the address, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you need me to check and to send the form by mail or is it OK? Um, I, I already sent it by email. You you can get the one that I sent by email.
[CUSTOMER][NEUTRAL] OK, I need it both ways, please, to make sure that I really get it sent off correctly.
[AGENT][NEUTRAL] OK, OK, let me go ahead and get that for you. OK.
[AGENT][NEUTRAL] See and we're gonna do the mail.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] OK, I went ahead and requested that by mail as well. OK. So you should be getting the one by mail within 5 to 7 business days. The, the electronic one should be there already. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, but I mean, did, did I say it right that I needed to change banks?
[AGENT][NEUTRAL] Yes, if you need to change.
[CUSTOMER][NEUTRAL] I'm sorry, I had a stroke not long ago, honey.
[AGENT][NEUTRAL] No, it's OK. Don't worry. Yeah, if you need to change to regions, we don't have the information for regions, so just go ahead and send on that draft information. So yes, that is the correct step.
[CUSTOMER][NEUTRAL] What babe?
[CUSTOMER][NEUTRAL] OK, hon.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I'll get someone to just send it right to you then.
[AGENT][POSITIVE] OK. All right. Well, you have a good afternoon and thank you for calling APL, OK?
[CUSTOMER][POSITIVE] OK, thank you. Bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.