AccountId: 011433970860
ContactId: 1ae865a3-3a30-4d91-b914-6a8517710aa1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320579 ms
Total Talk Time (AGENT): 126998 ms
Total Talk Time (CUSTOMER): 157301 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/1ae865a3-3a30-4d91-b914-6a8517710aa1_20250519T13:01_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah [PII], I was wondering if you could, uh, look up my my mother's account on her, uh, POA, and I just wanna, uh, find out, uh, her what her quarterly payments were last year for taxes.
[AGENT][NEUTRAL] OK, so I'm so sorry. Can you please repeat that again? Are you the insured?
[CUSTOMER][NEUTRAL] Yeah, I'm, I
[CUSTOMER][NEUTRAL] No, my mother is. I'm her POA though. She isn't, she's gonna be 97 Sunday. She hasn't.
[AGENT][POSITIVE] OK. Oh, that's awesome.
[CUSTOMER][NEUTRAL] Doing
[CUSTOMER][NEUTRAL] Yeah, so anyway, uh, yeah, I'd like to see if we can look back at her account from from [PII] and just uh see how much she had paid in payments.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're needing to find out about.
[CUSTOMER][NEUTRAL] I know I, I know it was around it was 1400 and something a quarter she was paying, but she didn't keep any records.
[AGENT][NEUTRAL] OK, so you're just needing to see what the premium amount was that she paid for 20.
[CUSTOMER][NEUTRAL] Uh, so I don't have it.
[CUSTOMER][NEUTRAL] Was for last year for the last year, yes.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, well I can partially help you with this. What I'm gonna need to do first is pull up your mother's policy and verify several things with you first for security and then we can go from there, OK? So first off, who am I speaking with?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] My name is [PII]. I'm her son.
[AGENT][NEUTRAL] You said [PII] is the last name?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your mother's policy number, please?
[CUSTOMER][NEUTRAL] I don't, uh, I've got something here. I don't know if this is the policy number or not. It's 370.
[CUSTOMER][NEUTRAL] It looks like 027.
[CUSTOMER][NEUTRAL] MQ 18, does that bring up a policy?
[AGENT][NEUTRAL] No, sir, that would not be a policy number for her here at APL. I'm not sure what that number is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know what that I think that was off a card she had from me which is from.
[CUSTOMER][NEUTRAL] 20 some years ago, I guess.
[CUSTOMER][NEUTRAL] Can we just do it by name and uh social security or social security or her birth date or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is her name? I can't search by dates of birth. What is her, what is her name again? Or give me her name?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Her her legal name is.
[CUSTOMER][NEUTRAL] The legal name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you said that her last, her first name again is [PII]
[CUSTOMER][NEUTRAL] No, that's [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] One moment for me to locate her information please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Are you down in [PII]?
[AGENT][NEUTRAL] Uh, no, sir. I'm in [PII].
[CUSTOMER][NEUTRAL] [PII], OK, that's the main office is in my [PII].
[AGENT][NEUTRAL] Um, our, our corporate office is in [PII].
[CUSTOMER][NEUTRAL] Oh, really? OK. I saw something about [PII], and something about it. I don't know. Yeah.
[AGENT][NEUTRAL] OK, now Mr. [PII] and the, you said her and the policy would be in her name and it is with American Public Life Insurance?
[CUSTOMER][NEUTRAL] Right, it's a Medicare gap, you know.
[CUSTOMER][NEUTRAL] Part B
[AGENT][NEUTRAL] Now, this would not be a Medicare policy.
[CUSTOMER][NEUTRAL] Oh really?
[AGENT][NEUTRAL] This is not a supplement to Medicare. No, sir.
[CUSTOMER][NEUTRAL] It's just
[CUSTOMER][NEUTRAL] So, did you, you didn't find anything?
[AGENT][NEUTRAL] No, sir, not in our system for any for a [PII]. No, sir.
[CUSTOMER][NEUTRAL] OK, well, I guess I can, I can do the other thing. I can go out to the bank and uh.
[AGENT][NEUTRAL] Yes, sir, you may want to just, yeah, to verify exactly who it is through because this again, this would not be a Medicare supplemental policy.
[CUSTOMER][NEUTRAL] Have them, uh.
[CUSTOMER][POSITIVE] OK. I'm sorry. Have a good day. Yeah.
[AGENT][POSITIVE] Oh no, you're you're perfectly fine. Thank you. Is there anything else, Mr. [PII], I could help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, there isn't. You just have a good day and thank you.
[AGENT][POSITIVE] Well, well, you're very welcome and I hope you have a very nice day as well and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Yeah bye.
[AGENT][NEUTRAL] Bye-bye.