AccountId: 011433970860
ContactId: f23c4787-7c11-45a6-8188-4730decd8946
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313899 ms
Total Talk Time (AGENT): 140641 ms
Total Talk Time (CUSTOMER): 134287 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/f23c4787-7c11-45a6-8188-4730decd8946_20250424T15:50_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, I need to change my banking information. I had, um, fraud to my account. Somebody hacked it and I get um.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] You know, redrawals.
[AGENT][POSITIVE] Right, I can help you. Yes, ma'am, I can help you with that.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hold on, hold on one minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me one minute, ma'am.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Alright, yes, so I don't know if it's taken out or not, but I realized I hadn't called and give the bank information.
[AGENT][NEUTRAL] OK. Do you know your policy number?
[CUSTOMER][NEUTRAL] Yes, 217-1259.
[AGENT][NEUTRAL] And your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And do you, do you mind verifying your date of birth and your address for me?
[CUSTOMER][NEUTRAL] Sure, my date of birth is [PII]. My address is [PII].
[AGENT][NEUTRAL] OK. And can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And your email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you for verifying. Um,
[AGENT][NEUTRAL] And you're needing to change your bank information, uh, did the routing number stay the same?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Or did you go with a different bank?
[CUSTOMER][NEUTRAL] Yes, it did.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's [PII], right?
[AGENT][NEUTRAL] Yes ma'am. OK, and what is your new account number?
[CUSTOMER][NEUTRAL] OK mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me repeat that back to you. I've got [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I do have that changed for you and let me check.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Did it, did the um
[AGENT][NEUTRAL] OK. It looks like.
[CUSTOMER][NEGATIVE] Funds to be rejected.
[AGENT][NEUTRAL] It did, uh, and it looks like it's set up to draft for 2 months on the [PII].
[CUSTOMER][POSITIVE] Cool. That's awesome.
[AGENT][NEUTRAL] All right. And is there anything else that I can help you with today or?
[CUSTOMER][NEUTRAL] I also want to ask if we could increase the amount.
[AGENT][NEUTRAL] Yeah, um, we no longer sell this product, so we can't increase it anymore, but um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Um, I did wanna know, um, what I have to say I had another question. Is this life or term?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] This is term life for 30 years.
[CUSTOMER][NEUTRAL] OK, and does the amount change or does it stay the same?
[AGENT][NEUTRAL] Uh, the premium will stay the same for the 30, it'll stay the same for the 30 years, but after the 30 years, then it will, uh, change to a higher rate because of the age, uh, and you'll, you'll be given all that information at that time to see if you want to continue it or cancel it at that time. And that would be in [PII].
[CUSTOMER][NEUTRAL] The premium.
[CUSTOMER][NEUTRAL] OK, so if I want it.
[CUSTOMER][POSITIVE] W we praise the Lord. Um.
[AGENT][NEUTRAL] So you, you
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can I get a copy of um can you email me, uh I mean a copy of the policy?
[AGENT][NEUTRAL] I sure can, um, let's see.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, I will get that emailed to you, um, to the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. I'm, I'll get that to you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And if I wanted to do
[AGENT][NEUTRAL] Go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] OK, if I want to do a whole life, another one, what would I have to do? Are y'all accepting?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you can convert it to a whole life, um.
[AGENT][NEUTRAL] The premium will, will go up, um, since it would be a whole life and it would go on your current age.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, I can send that information to you in the mail if you'd like.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Just send it. I just want to research it, but since the premium is the thing, I just, I guess it's OK.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK. All right, and thank you for.
[CUSTOMER][NEUTRAL] But still, just give me the information just to look at it, you know what I'm saying?
[AGENT][POSITIVE] Yes ma'am, I will.
[CUSTOMER][NEUTRAL] And that policy is [PII] and [PII], right?
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It's 25,000 on each one.
[CUSTOMER][POSITIVE] Thank you. Stay focused.
[CUSTOMER][POSITIVE] OK, thank you so much have a great rest of the week.
[AGENT][POSITIVE] You too and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Goodbye.