AccountId: 011433970860
ContactId: f689c592-3eb7-4930-b002-1b8b3ed29aa9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374089 ms
Total Talk Time (AGENT): 118906 ms
Total Talk Time (CUSTOMER): 186513 ms
Interruptions: 3
Overall Sentiment: AGENT=0, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/f689c592-3eb7-4930-b002-1b8b3ed29aa9_20250604T21:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I'm trying to update my uh checking account number. My first checking account, it got compromised and the bank said I should close it and it's been closed. I'm trying to see if y'all send y'all premium in because I've been with y'all since the [PII].
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] And I'm trying to give you all my new checking account is with the same bank. I just have a different account number.
[AGENT][NEUTRAL] OK, and what is your name and policy number, please?
[CUSTOMER][NEGATIVE] I won't even get.
[CUSTOMER][NEGATIVE] OK, this sounds breaking up. It's crazy.
[AGENT][NEUTRAL] Yes ma'am, can you hear me now?
[CUSTOMER][NEUTRAL] Yeah, I looked on my
[CUSTOMER][NEGATIVE] Yes, I hear you a little better now, but it's horrible. It's our area. I don't think it got nothing at all to do with your phone. It's horrible out here. I stay in the country like.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And ma'am, what is your name and the policy number, please?
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Uh, the policy number is L18332.
[AGENT][NEUTRAL] Oh yeah, that is an older policy.
[CUSTOMER][NEUTRAL] And the name is, I, I was, I was [PII] for then [PII] now.
[AGENT][NEUTRAL] OK, Miss [PII], give me one moment.
[CUSTOMER][NEUTRAL] Let me see my check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your uh last name again, Ms. [PII]? I apologize you said [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's not [PII], just [PII]
[AGENT][NEUTRAL] Oh, [PII]. OK, and the last name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Oh shoot, it's breaking up again. I gotta go outside. I'm so sorry, ma'am. Don't hang up on me because I need you to get my new.
[AGENT][NEGATIVE] Oh no, I'm not gonna hang up on you.
[CUSTOMER][NEUTRAL] OK, OK, I'm going, I'm gonna walk outside. I got my bank account number. They gave me a number immediately in the office.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] When even pick up.
[CUSTOMER][NEUTRAL] In there it's crazy. I'm on the phone with the insurance lady trying to update the account number.
[CUSTOMER][POSITIVE] OK, ma'am. I'm ready now. It's doing a little better.
[CUSTOMER][NEUTRAL] American public life, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, ma'am. Uh, verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My address is [PII]. Did I give you, do you need my uh physical address too because I do use the PO box all the time.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Now, ma'am, just your, um.
[AGENT][NEUTRAL] Email address [PII] is fine.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] The [PII] don't exist no more now. I don't have that.
[AGENT][NEUTRAL] OK, but what is your email address?
[CUSTOMER][NEUTRAL] I got [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you ma'am. Give me one.
[CUSTOMER][NEUTRAL] If that would, if that would OK.
[AGENT][NEUTRAL] Uh, yes, uh, give me one quick moment please.
[AGENT][NEUTRAL] And is that a cell number or home number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Cell number I just have one.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And give me one moment, let me see.
[CUSTOMER][NEUTRAL] Did you have a did you have another email with uh [PII]?
[AGENT][NEUTRAL] No, ma'am, uh, one that you gave is the one I show in our system.
[CUSTOMER][NEUTRAL] I said don't use that that oh I see.
[CUSTOMER][NEUTRAL] OK, good, and y'all still got me down as [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, we have it as [PII].
[CUSTOMER][NEUTRAL] Update
[CUSTOMER][NEGATIVE] Wait, can y'all send me an update policy? I lost y'all for years because y'all stopped putting the account number on my checking account. I didn't have no phone number. I didn't have no policy number. mm, for a long thing.
[AGENT][NEUTRAL] OK, yes ma'am. I'll send a request for the policy to be mailed to you and give me one moment, let me see if we can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] If we're still with the same bank. I just got a different number.
[AGENT][NEUTRAL] Um, I will have to send you a bank draft form.
[AGENT][NEUTRAL] Um, even though you haven't changed banks, uh, but I'm gonna have to send you a form and I can fax it, mail it or email it to you.
[CUSTOMER][NEUTRAL] Golly, how would I get out the email? I don't know how to do that kind of stuff now. I'm an old senior assist if you send it to the email, what I need to do?
[AGENT][NEUTRAL] Pull up the document, uh, you can enter information, save it and then submit it back to us.
[CUSTOMER][NEUTRAL] Where are you located at?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Cause I remember that I
[CUSTOMER][NEUTRAL] It's in [PII].
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Most of our colleagues work from home, so our main office is in.
[AGENT][NEUTRAL] Fluid.
[CUSTOMER][NEUTRAL] Oh it is? Because they had a place on Flo Flowood. They told me they was moving. That was this summer.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Let's say summer.
[AGENT][NEUTRAL] That is, that, uh, location is no longer valid.
[CUSTOMER][NEUTRAL] So what
[CUSTOMER][NEUTRAL] OK, so y'all ain't got an office in [PII] nowhere besides Flo.