AccountId: 011433970860
ContactId: f89677b2-874d-4855-b3be-04118f3fecb6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 674679 ms
Total Talk Time (AGENT): 151533 ms
Total Talk Time (CUSTOMER): 179768 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/f89677b2-874d-4855-b3be-04118f3fecb6_20250414T20:07_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to update some bank account information.
[AGENT][POSITIVE] Of course, I can help you with that today. Do you have the policy number on you?
[CUSTOMER][NEUTRAL] I don't, uh.
[CUSTOMER][NEUTRAL] I don't even know where it's at, to be honest with you. Uh, I had changed, I had changed it here a while back, but I, I actually changed banks, so I need to, uh.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] See where we stand on that. I don't know if it got drafted last month or not. I don't believe it did.
[AGENT][NEUTRAL] OK. Yeah, do you have, well, you do your first and last name?
[CUSTOMER][NEUTRAL] I don't know if I remember that.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh, it's [PII]
[AGENT][NEUTRAL] Some days
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] I was like, man, I got a call right now. I've been gonna call for 30 days and I keep forgetting.
[AGENT][POSITIVE] OK, yeah, we should be able to update that for you.
[AGENT][NEUTRAL] And then [PII], what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And then your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's actually my birthday today, so.
[AGENT][POSITIVE] Oh yeah, I didn't even hit me. Happy birthday.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I'm like, of all days, I'm calling, I'm calling on my birthday.
[AGENT][NEUTRAL] Oh no, um, what is the mailing address we have on file and email, please?
[CUSTOMER][NEUTRAL] Uh, you should have [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] And then I should have changed the address to to my uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. Just 1 2nd.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so if you changed banks completely.
[AGENT][NEUTRAL] Then you'll need to fill out a new bank draft form and return it to us via email, fax or mail.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, can you, do you have one you can send to my email?
[AGENT][NEUTRAL] Yeah, we can do that. um I can send you a form uh to the email that you have on file.
[CUSTOMER][NEUTRAL] Yes, if you can send me one there, um, can you tell me if it was drafted last month or do you have any way to tell that?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I can't remember if it went through before I closed that bank account or not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me just put you on a brief hold while I look into this really quick, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Well. You are on hold.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Great.
[AGENT][NEUTRAL] And I don't know
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like you're paid to date, it says [PII].
[AGENT][NEUTRAL] Um, I'm just trying to figure out right now if it will try to come out tomorrow, um.
[AGENT][NEUTRAL] So just a moment. I'm asking a colleague really quick, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I just wanna make sure you're OK.
[CUSTOMER][NEUTRAL] Oh yeah yeah I just uh yeah I don't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't remember.
[CUSTOMER][NEUTRAL] I can't remember what day I closed that account last month so I don't know if you even got paid for March, so it doesn't matter. I mean if it's March and April that's fine. I just.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I know it's not gonna clear on the account you have right now, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like the last, the last draft was insufficient funds.
[CUSTOMER][NEUTRAL] OK, that was that for March?
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Yes, that's correct. So you must have changed it before, before then.
[CUSTOMER][NEUTRAL] OK, so I
[CUSTOMER][NEUTRAL] Yeah, so I need to I need to get that form filled out, get it back to you where you can get the March and April payments taken care of.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'll send that form over to.
[CUSTOMER][NEUTRAL] Yeah. I don't, I mean, I don't know if, do, do you know if, uh.
[CUSTOMER][NEUTRAL] I'm assuming
[CUSTOMER][NEUTRAL] Uh, do you know, I mean, is it just March and April, or do you know? I mean.
[CUSTOMER][NEUTRAL] I don't remember
[AGENT][NEUTRAL] Um, let's see, um.
[CUSTOMER][NEUTRAL] I bet February got paid.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Yes, so it looks like it's just March.
[CUSTOMER][NEUTRAL] OK, yeah, if you'll send that to my email I'll uh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Do you want me just to email it? Will it come back to you or or?
[CUSTOMER][NEUTRAL] I mean to you personally or?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, it won't come back to me personally. It'll just go to our care team and then they will handle it and they'll, they will update everything for you.
[CUSTOMER][NEUTRAL] OK, and then they'll draft the two payments.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, so I just send the request, so yeah. Mhm.
[CUSTOMER][NEUTRAL] OK, yep.
[CUSTOMER][NEUTRAL] OK, yep, just send it to me. I'll fill it out and I'll get it sent back.
[AGENT][NEUTRAL] All right, I'll do that right now, OK?
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] Yeah, of course. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that should do it.
[AGENT][NEUTRAL] OK, and you said it was the email that we have on file, right?
[CUSTOMER][NEUTRAL] Yeah, the car you should have [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, that's right. OK. Well, thanks for calling APL and I hope you have a good day.
[CUSTOMER][NEUTRAL] Yep, yes.
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][POSITIVE] OK. Thank you. Bye.
[CUSTOMER][POSITIVE] Take care. um bye bye.
[AGENT][NEUTRAL] OK.