AccountId: 011433970860
ContactId: 2008e48e-5516-459f-8078-290856fd8e96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242009 ms
Total Talk Time (AGENT): 85402 ms
Total Talk Time (CUSTOMER): 70006 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/2008e48e-5516-459f-8078-290856fd8e96_20250402T16:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank
[AGENT][NEUTRAL] Service department. How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, I kind of cut out. Who is this?
[AGENT][NEUTRAL] This is [PII] in the customer service department.
[CUSTOMER][NEUTRAL] [PII], hey, this is [PII] on the care team.
[AGENT][POSITIVE] Hey, how can I help you?
[CUSTOMER][NEUTRAL] Hi, I've got um someone on the line uh she said that her mother had passed away. She did have a policy with us, um, and she said I see a note that she had sent in, um, the information for power of attorney, but I don't see that that has been received. Um, that note was from [PII]. She wants a copy of the policy, so I don't know if you could check to see if that's been received or not.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] It is 889-63.
[AGENT][NEUTRAL] Said she emailed it to the care team. hm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] We won't be able to send a copy of the policy until we get the power of attorney, that's for sure.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me
[AGENT][POSITIVE] There is something that was put in well.
[AGENT][NEUTRAL] There was something that was put in last month. Let me see what this is.
[AGENT][NEGATIVE] Come on now, it's moving slow.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I don't see it in imaging, but let me.
[AGENT][NEUTRAL] Let me see if there's a hub ticket, know what's gonna happen to my hub.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEGATIVE] It doesn't look like we got anything.
[CUSTOMER][NEUTRAL] OK, so she just might have to resend that?
[AGENT][NEUTRAL] She's just gonna have to rescind the power of attorney and then with that a written request that she wants a policy, a copy of the policy. Is there a specific reason why?
[CUSTOMER][NEUTRAL] Included in the email?
[AGENT][NEUTRAL] Yeah, is there a specific reason why she wants a copy of the policy?
[CUSTOMER][NEUTRAL] She said that she wants to try to file some claims.
[AGENT][NEUTRAL] Oh, it says she was diagnosed with cancer. And it's also showing that we didn't get the death certificate, so we need that too.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I did ask her about that, but she said that, you know, that she said that what she just really wants the policy so.
[AGENT][NEUTRAL] OK, I can't find anything in the hub. I can't find anything in the file, so she's just gonna have to resend it. I would suggest that she fax and email it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If that would be quicker for her.
[CUSTOMER][NEUTRAL] OK, I'll see if she has access to a fax machine.
[AGENT][NEUTRAL] And do you have our customer service fax number?
[AGENT][NEUTRAL] I think it's [PII]. Yeah, it's out there in Guru.
[CUSTOMER][NEUTRAL] I think you really let's see.
[CUSTOMER][NEUTRAL] OK, yeah, that's what I'm gonna have to search it. I have our claims written down. I should write down the customer service one too. Alright, well I appreciate you looking. I'll, I'll go ahead and let her know all this.
[AGENT][POSITIVE] OK, no problem and thank you so much as well. I hope you have.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yeah, thank you. You too. Bye.
[AGENT][NEUTRAL] You bye bye.