AccountId: 011433970860
ContactId: fd1677bf-24a7-4a17-9872-dfd7efcc2891
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 366529 ms
Total Talk Time (AGENT): 120739 ms
Total Talk Time (CUSTOMER): 136695 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/fd1677bf-24a7-4a17-9872-dfd7efcc2891_20250130T19:26_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][NEUTRAL] Hi [PII], my name is [PII] and um.
[CUSTOMER][NEUTRAL] I have some kind of insurance with y'all.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not sure what it even is, so one thing I need is copies of the policy stuff, but the other thing is the account that they're taking the money out of I need to close, so I need to change the account the money is coming out of.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the policies and the payments and may or, you know, the payments. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I, do you have any other policy numbers?
[CUSTOMER][NEGATIVE] I ain't got a clue.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I said I was a teacher and I retired about 4 years ago and um, you know, after I retired it was all payroll deduction and I got it swapped.
[CUSTOMER][NEUTRAL] To a bank account and that was about 4 years ago and I ain't seen or heard anything other than.
[CUSTOMER][NEUTRAL] Coming out of my checking account every month.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's why I want, I don't even know what I got, you know, I know I had some disability policies, heart, like or critical care and, and, you know, I had some life insurance, but I don't know, it's 3 different companies and I don't know which one's which.
[AGENT][NEUTRAL] OK. Well, I can definitely look that up. I can look it up with your social if you don't mind.
[CUSTOMER][NEUTRAL] Alright, [PII].
[CUSTOMER][NEUTRAL] 96
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for everything to come up here.
[CUSTOMER][NEUTRAL] Should be like $51.50 a month.
[AGENT][NEUTRAL] Here it is. I just found it hold on one moment, [PII].
[AGENT][NEUTRAL] OK, and I believe I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[CUSTOMER][NEUTRAL] M A R T I N.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And so it looks like, let me see how many. You have two active policies with us, an intensive care policy and then the cancer policy.
[AGENT][NEUTRAL] And then,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on, how do I change my inform. So do you need to change like your routing and account number or the whole bank?
[CUSTOMER][NEUTRAL] Well, the routing number is gonna stay the same, but the account number is gonna change.
[AGENT][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] But I both here.
[CUSTOMER][NEGATIVE] My account got hacked and uh.
[AGENT][NEUTRAL] Oh Lord.
[CUSTOMER][NEGATIVE] And so they, I had to this bank account needs to be closed.
[AGENT][NEUTRAL] OK, so the routing number is still the [PII]?
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and then what's the new account number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 000710
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Let me just make sure it's safe. Hold on one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] All right, and it has been updated, um.
[AGENT][NEUTRAL] And then you said you also need your policy, like your certificate with all like your coverage and everything sent to you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, I, uh, yes, or, you know, if it's something like, yeah, that tells what all it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And covers and
[AGENT][NEUTRAL] And you want it for both policies, right, the intensive care and the cancer?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alrighty, hold on one moment. And how would you like that mailed or how would you like that sent to you?
[CUSTOMER][NEUTRAL] Mail if you can.
[CUSTOMER][NEUTRAL] And more.
[CUSTOMER][NEUTRAL] Look
[CUSTOMER][NEUTRAL] That's going up
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] All right, and I just put the request for your policy certificates for your intensive care and cancer policy to be mailed to the mailing address on file. And was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL Mr. [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.