AccountId: 011433970860
ContactId: 1454ca88-5fa7-4076-9f32-d2f1d4387a7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198320 ms
Total Talk Time (AGENT): 71467 ms
Total Talk Time (CUSTOMER): 120320 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/1454ca88-5fa7-4076-9f32-d2f1d4387a7f_20250102T21:33_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] Yes ma'am, uh, my mother-in-law [PII] has been having $14.50 come out of her checking account from American Public Insurance premium. Would that be with y'all? What it is is we're trying to get her on Medicaid. She's been in assisted living and she needs to go into a nursing home and they need a copy of all of her insurances, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We don't know for sure if this is where it's at or if it's like we don't really know what it is. Can you check to see if something in her name?
[AGENT][POSITIVE] It would be my pleasure to assist you. And do you happen to have a policy number listed?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it doesn't list anything. Her name is [PII], and I can give you like her social security and her whatever information you need.
[AGENT][NEUTRAL] OK. What is, what is that social?
[CUSTOMER][NEUTRAL] OK, let me get it for you.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And what is her date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Alright thank you and her current mailing address?
[CUSTOMER][NEUTRAL] Um, I don't know if you would have the PO box or if you, you don't have the PO box. OK, let's see, it could be.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We do have the PO box. I'm sorry. Yeah.
[CUSTOMER][NEUTRAL] Oh, you do have the PO box. OK, hold on just a minute. Let me get it for you.
[CUSTOMER][NEUTRAL] Because we just are switching that PO box out.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Is she available to give me permission to speak with you?
[CUSTOMER][NEUTRAL] Would you be
[CUSTOMER][NEUTRAL] She is not my husband has power of attorney over though. I mean she's, I don't know how to do a call that she can answer with both of us on the phone, but I'm not sure if she knows how to do that.
[AGENT][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] Um, and, I mean, I can let you talk to him.
[AGENT][NEUTRAL] I don't have the power of attorney papers on file. It doesn't look like so without her verbal permission, I would not be able to speak with you, but I can verify that she does have an account with APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'll just write your number down and call back from when I'm with her. Uh, just a minute, um, because they got to have that, and I know they once they get these bank statements they gonna see that and they're gonna say, where's a copy of that?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, and now your husband can fax the POA papers to our customer service department.
[CUSTOMER][NEUTRAL] 1936.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What's that number?
[AGENT][NEUTRAL] And then it's 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 807.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0911.
[CUSTOMER][NEUTRAL] 11 OK
[AGENT][NEUTRAL] And then they'll have that POA paper on file and then we could talk to him.
[CUSTOMER][NEUTRAL] OK, yeah, because when you ask her, she doesn't, um, you know, she can't remember what she has coming out of her account, she says even though she's good in the mind, I just, I guess you get different things you can't remember stuff, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, you know, it, yeah, and she's had this policy for a long time.
[CUSTOMER][POSITIVE] Right, mhm, because yeah, she used to work in the state. OK, well thank you so much, and I'll either call back with her or we'll try to get those papers to you. Thank you so much.
[AGENT][POSITIVE] My pleasure to assist you and thank you for calling APL. Have a lovely afternoon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.