AccountId: 011433970860
ContactId: 1ce88f13-7abc-4195-a39b-5622317b6bde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161360 ms
Total Talk Time (AGENT): 47753 ms
Total Talk Time (CUSTOMER): 59321 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/1ce88f13-7abc-4195-a39b-5622317b6bde_20250107T17:04_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, I'm calling in regards to just confirming benefits.
[AGENT][POSITIVE] OK, sure, I can assist you with.
[CUSTOMER][NEUTRAL] I have a policy.
[CUSTOMER][NEUTRAL] I have a policy number and a group number.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK. May I have your name?
[CUSTOMER][NEUTRAL] Um, [PII], so [PII].
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] [PII], I'm the sister, he's in hospice right now, so he's trying to find out his insurance information.
[AGENT][NEUTRAL] OK, um, may I have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, um, 02570546.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] OK, um, Ms. [PII], do you have a power of attorney?
[CUSTOMER][NEUTRAL] Yes I do, but I don't have nothing in front of me right now, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so this is like I know he, OK, go ahead, let me listen to you first, mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, in order for us to release any type of information, we're gonna need a copy of that power of attorney.
[CUSTOMER][NEUTRAL] OK, so let me ask you this because.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] This is, this is which insurance is this first?
[AGENT][NEUTRAL] Uh, we have many products. This is American Public Life. Mhm.
[CUSTOMER][NEUTRAL] This is American public, right, so we.
[CUSTOMER][NEUTRAL] Right, I'm trying to because I know he has AMed insurance with his company with the job.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You have IM insurance and this is what life insurance?
[AGENT][NEUTRAL] I cannot release any information on the policy. I cannot tell you what type. I cannot tell you what is it for unless I have a power of attorney.
[CUSTOMER][POSITIVE] Alrighty OK thank you.
[AGENT][NEUTRAL] Mhm do you need the information where.