AccountId: 011433970860
ContactId: ffee6ef3-b17d-4c46-a98e-418180e736cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 478820 ms
Total Talk Time (AGENT): 180557 ms
Total Talk Time (CUSTOMER): 148034 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/ffee6ef3-b17d-4c46-a98e-418180e736cc_20250214T16:00_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I need to see about changing my, uh, mailing address and the bank draft, uh, that I have set up on this account. I'm retired from DeSoto Parish schools and I have recently moved from [PII] to [PII].
[AGENT][NEUTRAL] OK, um, sure, I can assist you with changing the address, Ms. [PII], and I can check and see about the draft, OK? Um, may I have a callback number just in case we get disconnected? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, let me see if I of my paperwork right here.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, 007.
[CUSTOMER][NEUTRAL] 810.
[CUSTOMER][NEUTRAL] 87.
[AGENT][NEUTRAL] OK. Thank you, Miss [PII]. For security, may I have your date of birth, the email address, and the mailing address we have on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, I'm not sure what email address y'all might still have the oldestoto PSD one, do you?
[AGENT][NEUTRAL] Well, it looks like um it it doesn't have an email right now.
[CUSTOMER][NEUTRAL] OK, uh, my email address is [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And let's see, can you verify the old address just for verification?
[CUSTOMER][NEUTRAL] The old address is [PII].
[AGENT][NEUTRAL] OK, and what's the new address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII] and that's with an [PII].
[CUSTOMER][NEUTRAL] [PII]. Can you spell it?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], that's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's [PII] and that's in oh, I don't know how to say, OK, no I can think, OK.
[CUSTOMER][NEUTRAL] My
[AGENT][NEUTRAL] [PII] [PII]. OK, let me, all right, let me go ahead and update the system, bear with me.
[CUSTOMER][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] What what phone information do you have for me?
[CUSTOMER][NEUTRAL] If you have a [PII] number that is no longer in service.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Um, [PII], that's the one ending in [PII].
[CUSTOMER][NEGATIVE] With my home phone and it's no.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] It was [PII]. It was my home phone but it's no longer in service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you want me to go ahead and change it to the number that you provided in the beginning?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, yeah, I can do that. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Right, I think I got it all.
[AGENT][NEUTRAL] OK, so I went ahead and updated the address, the phone number, and added the email address, OK? Um, you're welcome. OK, about the bank draft, um, are you needing to change the account number or you need to change the whole banking institution?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] The whole banking institution.
[AGENT][NEUTRAL] OK, to change the whole banking institution we need the uh form to be filled out because we need your authorization, OK? So um I can either um tell you how to get that form which is through our website at [PII] and it's gonna be a direct deposit form.
[AGENT][NEUTRAL] Um, not direct deposit, it's gonna be the draft the EFT form. I'm sorry.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Alright, let me, I'm getting to my laptop here and I'll go ahead and print it while we're on the phone to make sure I can find it.
[AGENT][POSITIVE] Oh sure, yes, mhm, yes, no problem, go ahead.
[CUSTOMER][NEUTRAL] OK, where do I go?
[AGENT][NEUTRAL] OK, you will go to [PII].
[CUSTOMER][NEUTRAL] OK, claims and forms.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it's gonna be I believe number 9 which says electronics from transfer EFT.
[CUSTOMER][NEUTRAL] Direct deposit form? No, you said no.
[AGENT][NEUTRAL] No, the EFT, the electronic funds transfer, the next one.
[CUSTOMER][NEUTRAL] Electronic funds transfer hold on OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Now, uh, can I fill it out online and email it or do I have to mail it in? No, I can't sign it on this one.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Yeah, you will have to probably mail it in or fax it or if you have a way of emailing like print it out, scan it and send it back to us, you can send it to [PII].
[CUSTOMER][NEUTRAL] Uh, I'll probably just do it old school and put it in the mail.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Alright, it's no problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I think that's all I need then so.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Do you have any other questions or something?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Do what?
[AGENT][NEUTRAL] Do you have any other questions? any other concerns about the policy?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. Have a good day, Miss [PII]. You as well. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye.