AccountId: 011433970860
ContactId: 1d942d84-64cd-424e-a332-d55d83c5b402
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281350 ms
Total Talk Time (AGENT): 79447 ms
Total Talk Time (CUSTOMER): 138829 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/1d942d84-64cd-424e-a332-d55d83c5b402_20250204T15:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling on behalf of my grandfather. Um, he has a policy with you all that my grandmother was on as well, and she passed away in November, um, which I called to notify you all of, and he is getting charged still almost the full amount that he was paying previously and he wanted me to call and see if that's going to be his premium and if so, he wants to cancel.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, I can definitely um get you to the right place to discuss the premium and um sounds like something needs to be updated if she's no longer on the policy, but I can definitely look into it for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh my name is [PII] Last name is [PII] and then [PII].
[CUSTOMER][NEUTRAL] And I'm not with him right now. I am his power of attorney, which I've got the paperwork um for that, but if I need to call with him, I can go to his house and do that.
[AGENT][NEUTRAL] OK, um, well, let me take a look and see if you're on the policy. Um, may I have the policy number?
[CUSTOMER][NEUTRAL] Uh, you can. I'm definitely not on it. Um, I, I did make the call to notify you all of her death, but I'm not on it. I know, but it's A 0144962.
[AGENT][NEUTRAL] Thank you, hold on one.
[CUSTOMER][NEGATIVE] And when I called originally, sorry, when I called originally they said that she wasn't on there and they had my papa listed as a female like it was all messed up. So they finally got the application uh pulled up to see the changes and they apparently made that or were supposed to make those and remove her.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and said that his premium would update, but like I said, it's only been like $3 difference. So I'm not sure if that actually happened or not. His name is [PII], and my nanny uh was [PII].
[AGENT][NEUTRAL] OK, let me try with the name cause that policy.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hold on one moment, here we go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And their address is [PII] if you need that.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, so this is what we're gonna have to do. I, um, do we have POA on here?
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEGATIVE] No. OK.
[CUSTOMER][NEUTRAL] We just found this, yeah, sorry, go ahead.
[AGENT][NEUTRAL] So there's two ways we can do it. Either you can send us a copy of the power of attorney information, we can put it on file and then we'll be able to speak with you, or if he's available, um, I can get verification to speak with you for this call and then
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You can still send the POA information, but either way.
[CUSTOMER][NEUTRAL] OK, yeah, I'm, I'm gonna be going to his house here in just a little bit so I can call back with him so he can approve that, but where would I send the, uh, POA to be on file?
[AGENT][NEUTRAL] So it's care care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll go on and get that sent over to you guys um and then I know that probably takes a little time to get updated in the system but I'll call back later when I'm with him so he can approve.
[AGENT][POSITIVE] Alrighty, well, I'll go ahead and note it for you. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] You too, honey. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.