CustomerLine Changes

A Faster, More Secure Call Center Experience
Our call center services have changed to improve the way we verify your identity and expedite your call.

What Changed?

You are required to set up a new 6-digit PIN.

  • The first time you call, you’ll use the last 4 digits of your social security number or your current funds transfer PIN to verify your identiy. 

  • You'll then be prompted to create a new 6-digit PIN, which you'll use to verify your identity every time you call going forward.

You will now use voice commands.

  • Instead of listening to a menu and entering number prompts, you’ll say a few words describing what you’re calling about.

  • This allows you to:

    • Access your account information

      • Transfer funds

      • Be routed to a representative more quickly

  • Touch-tone options and the ability to speak directly with a representative will still be available as alternatives.

What You Need to Know Going Forward

To better protect your information and streamline your experience, we’ve updated how you access your accounts by phone.

What You Need to Know Going Forward

To better protect your information and streamline your experience, we’ve updated how you access your accounts by phone.

How Identity Verification Works When You Call

To access account information by phone, transfer funds, or speak to a representative you’ll need:

  • Your 6‑digit PIN, and one of the following:
    • Account number or;
    • Debit card number or;
    • Social Security Number

Note:

  • If you choose not to set up your PIN or complete the automated verification, you can still speak with a representative, but you’ll need to go through manual verification each time you call, which may take longer.
  • If you don’t remember your PIN, simply say “representative” and an Apple Bank representative can help you reset it. 

 

Accessing Your Accounts

  • You must be an account owner/authorized signer to access accounts.
  • For business accounts, you will only have access to the business accounts for which you are a designated account owner/authorized signer.

Using Voice Commands & Telephone Banking

You can use simple voice commands to quickly access account information or get routed to the right place.

If you need assistance in Spanish, simply say “Spanish” or “Español.”

 

Common Voice Commands

You can say:

  • “Balances”
  • “Account information”
  • “Transfer funds”
  • "Debit card information"
  • “Representative”

 

Telephone Banking Services

When you say “balances” or “account information,” you’ll be routed to our Telephone Banking system, where you can hear details such as:

  • Your most recent account balance
  • The interest earned on your account
  • Current interest rates
  • Recent transactions

If you’re having difficulty using the voice commands, you may be asked to repeat your request, or your call will automatically be routed to a representative. You can also say “representative” at any time to speak with an Apple Bank representative. 

Benefits of the New System

Benefits of the New System

New Call Back Feature

We know your time is valuable so, we're here to make it easier to connect with us on your schedule. Our callback feature lets you avoid waiting on hold while keeping your place in line.

Standard Callback
  • We’ll hold your place in the queue and call you back as soon as the next Apple Bank representative is available.
  • If you miss our call:
    • Your request will be placed back in the queue.
    • We’ll attempt to call you again after 30 minutes, up to three times. If we don’t reach you after the third attempt, we will leave a voicemail.
Scheduled Callback
  • Choose a specific date and time that works best for you, and we’ll call you back then.
  • Note: The callback times can only be scheduled for the hour or half-hour.  

Enhanced Security

Your account information is better protected with PIN-based verification.

Faster, Streamlined Access

Once you complete verification:

  • Your verified status is forwarded directly to the representative.
  • You won’t need to re-verify your identity when speaking with an agent. Additional verification will be required in limited circumstances. 

Smarter Call Routing

Voice commands allow for more accurate routing and fewer call transfers.

Additional Changes to Be Aware Of:

Privacy Updates

Say “privacy” to be connected to a representative who can help update your privacy settings.

Funds Transfers

You will no longer receive a confirmation number. Instead, transactions will be reflected directly in your account.

Statements and Check Copies

Requests for statement and check copies will now be routed to a representative for assistance.

Have questions? We're here to help.

We have dedicated representatives ready to assist you.
Call: 914-902-2775  |  TDD: 800-824-0710