AccountId: 011433970860
ContactId: f1ce7fa9-2de7-4e60-a55d-cbfad5fef1a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 549630 ms
Total Talk Time (AGENT): 183866 ms
Total Talk Time (CUSTOMER): 246173 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/f1ce7fa9-2de7-4e60-a55d-cbfad5fef1a5_20250213T19:26_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][POSITIVE] Yes, I'm trying to help, uh, somebody. She's still, it's my aunt and uh her I can um
[CUSTOMER][NEUTRAL] Uh, changed hands. Another bank has taken over and so the routing numbers have changed and we need a form so her insurance premium can continue her insurance and I don't know from her account.
[AGENT][NEUTRAL] OK, so the phone was really choppy, but did you say that the bank information changed and you need to change the routing number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Did you, did you, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] and meat.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then I didn't hear.
[CUSTOMER][NEUTRAL] Can you hear me OK now?
[AGENT][NEUTRAL] No, I can't. I missed your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'll try not to move. She don't have a really good signal here.
[AGENT][NEUTRAL] OK, um, and may I have the policy number?
[CUSTOMER][NEUTRAL] OK, let me look. I'm looking through her paperwork. She can't find her policy and so I'm just getting this from uh.
[CUSTOMER][NEUTRAL] The that she's got here for me, so I saw it and I'm sorry I just lost it. I know.
[AGENT][NEUTRAL] Oh no, it's OK. I can um also search with the um with her social if you like.
[CUSTOMER][NEUTRAL] Uh, I think I just found it.
[CUSTOMER][NEUTRAL] Premium American Public, does this sound like it uh [PII]?
[AGENT][NEUTRAL] Wait a minute, [PII]?
[CUSTOMER][POSITIVE] Oh, you're good, yes.
[AGENT][NEUTRAL] And maybe it looks like it's a, it's too many numbers, but hold on one moment.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That might be her ID number.
[CUSTOMER][NEGATIVE] But she's sitting right here can't do that.
[CUSTOMER][NEGATIVE] No security
[AGENT][NEUTRAL] Oh, it's OK. I'm just trying to um locate the policy. Um, may I have her first and last name or her full social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what's your social? It's 4 something baby. It's got a 4 in it.
[CUSTOMER][NEUTRAL] 45
[CUSTOMER][NEUTRAL] You gave it to me the other day and I didn't write it.
[CUSTOMER][NEUTRAL] Do you have it in your purse?
[AGENT][NEUTRAL] And while y'all are looking for that, the spelling of the last name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And we can email the, OK, we can email the form, we can fax it or mail it. How would you prefer the form to be sent to you?
[CUSTOMER][NEUTRAL] She's looking
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see, I'm here's her.
[CUSTOMER][NEUTRAL] OK, here's her Medicare number, but that's not her Social Security, is it?
[AGENT][NEUTRAL] No, um, but it's OK. I'm looking up the policy now. What is her middle initial?
[CUSTOMER][NEUTRAL] [PII], is that your middle initial? Yes, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 00, OK, so this might not be her.
[CUSTOMER][NEUTRAL] And it's walking [PII].
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] [PII] [PII] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK. And what's her date of birth?
[CUSTOMER][NEUTRAL] Um, your date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And um, may I speak with her just for a moment? I just need verification um that I can speak with you for this call.
[CUSTOMER][NEUTRAL] OK, yeah. She just needs verification. Hello?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, Miss [PII], how are you? I'm sorry, Ms. [PII], how are you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] I just need a verification from you. Um, I heard you give her the information for your policy, so we got that verified. Am I OK to speak with um [PII] on your behalf?
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] Am I OK to speak to [PII] on your behalf?
[CUSTOMER][POSITIVE] Oh yes please do.
[AGENT][NEUTRAL] Alright, and that's all I needed.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You wanted to talk back with [PII]?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, thank you for that and all. Yes, I can, and all the information provided is a verification of benefits, not a guarantee of payment. So which method would you prefer for me to have the form sent to?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Could you send it to we don't know if we can access her email yet. I, I, because it's been a long time since she's used and um can you send it to my email?
[AGENT][NEUTRAL] Um, so hold on one moment, let me see what's on file.
[CUSTOMER][NEUTRAL] Oh, OK, uh, I would say.
[CUSTOMER][NEUTRAL] You want, she, she can email it to you.
[AGENT][NEUTRAL] If she can give me.
[AGENT][NEUTRAL] Yeah, if she can give me permission to change the email address on file to your email address, I can do that.
[AGENT][NEUTRAL] I just need permission from her.
[CUSTOMER][NEUTRAL] Oh, OK, wait, what email address do you, what email address do you have on file? Is it, uh, [PII] something?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Yes, OK, we think that's it, so just go ahead and send it to that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Honestly, I wanna just say put one in the mail too. She's really worried about it because these are the only two left that the bank hasn't been able to change over, so.
[AGENT][NEUTRAL] OK, um, well, I mean, I can email it and mail it if you it's whatever you prefer.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, email it but just drop a copy in the mail if that's not too much.
[AGENT][POSITIVE] OK, no, that's not a problem at all.
[CUSTOMER][POSITIVE] Tomorrow is the last day. OK, all right, thank you.
[AGENT][NEUTRAL] You're welcome, and you said tomorrow is the last day?
[CUSTOMER][NEUTRAL] Yeah, the last day that they're gonna switch from the old account, then the last day they'll allowed anything to be drafted out the old account, so she said you might can't do it over the phone at the bank, you know, so that's why I check it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I am sending you the
[CUSTOMER][NEUTRAL] I have the routing number.
[CUSTOMER][NEUTRAL] But you have to have that form signed, don't you?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, I get it.
[AGENT][NEUTRAL] So I'm going to um go ahead and send over the electronic funds transfer um paperwork and hold on one moment.
[AGENT][POSITIVE] And we're also going to send it to you in the mail as well.
[CUSTOMER][POSITIVE] OK, that's great.
[AGENT][POSITIVE] Alright, so I'm getting this email together for you now. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alrighty, well, you should be receiving the email in a few minutes. I'm getting it together for you now.
[CUSTOMER][POSITIVE] I appreciate you so much. Thank you.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL [PII], I hope you have a great day.
[CUSTOMER][POSITIVE] Oh you too thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] That