AccountId: 011433970860
ContactId: 09bba947-eee9-4e70-96b0-7074359d1abd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318440 ms
Total Talk Time (AGENT): 107209 ms
Total Talk Time (CUSTOMER): 117451 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/09bba947-eee9-4e70-96b0-7074359d1abd_20250513T17:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I am calling, um, my mother has a or did have a policy. I'm just trying to find out and if I need to send you a copy of the power of attorney so that you can speak to me I can do that um but I was just going through some of her paperwork uh she's in a um memory care facility, um, and I just see that she had a policy that she was making some payments on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] About, oh, about 6 or 7 years ago and I just didn't know if this was anything that you know it was still uh.
[CUSTOMER][NEUTRAL] You know that I, I needed to, to keep up with or if it, you know, if it was just if she canceled the policy without, you know, with no more payments.
[AGENT][NEUTRAL] OK. So you, your mother is the policyholder and you're calling on her behalf just to see if the policy is still active or what you would need to do in order for us to be able to give you any information. Yes, ma'am, I can help you with that. I can help you. And who am I speaking with, please?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And [PII], how do you spell your [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And is it [PII] or?
[CUSTOMER][NEUTRAL] Tea, just tea. It's like baseball, not the cake.
[AGENT][NEUTRAL] Does it have a D?
[AGENT][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] It's like it does not have the date.
[AGENT][NEUTRAL] OK, all right, thank you. And then your callback number, please?
[CUSTOMER][NEUTRAL] [PII], that's a cell phone number.
[AGENT][NEUTRAL] Thank you. All right, thank you. And then your mom's uh policy number?
[CUSTOMER][NEUTRAL] The policy number is 00472300.
[AGENT][POSITIVE] OK thank you so
[AGENT][NEUTRAL] Give me a moment, M to get this information pulled up. Once I do, I will have to verify several things with you for security purposes, and then we can go from there, OK?
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Bear with me just one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, if you could please verify your mom's name and her date of birth.
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you, and her home mailing address that we would have on file.
[CUSTOMER][NEUTRAL] What you would have would be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And then her phone number that we would have had on file.
[CUSTOMER][NEUTRAL] Oh boy.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] Let me see if I can still have that in my phone. Let me see. No, it's area code [PII].
[AGENT][POSITIVE] Mhm. So far so good.
[CUSTOMER][NEUTRAL] I might not have it yeah.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] OK, thank you. So, um, yes, ma'am. So the only thing that's all I'll need to verify with you, Ms. [PII], the only thing that I can tell you is that this policy is no longer active and that she does not have an active policy with us, and it has been several years since this policy has been active.
[CUSTOMER][NEUTRAL] So what you have at the home, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, alright, that is all I needed to know. OK, thank you so much.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Well, OK. Well, you are very welcome. So again, if that's all I can help you with, thank you for calling APL and I hope you have a very nice afternoon.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.