AccountId: 011433970860
ContactId: 2340a382-17b8-46cd-bd83-537b44059563
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 549710 ms
Total Talk Time (AGENT): 255343 ms
Total Talk Time (CUSTOMER): 223274 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/2340a382-17b8-46cd-bd83-537b44059563_20250106T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK. My name is [PII], and I need to give you a change of a dress too. And I need to talk to someone.
[CUSTOMER][NEUTRAL] I need to get, what is the procedure? I need to put this in my daughter's name. What do I do? Can you help me with that?
[AGENT][POSITIVE] Yeah, absolutely. Let's start, [PII]. Do you have um your policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. I think I do right here in my lap. Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, I don't have it right here in my lap.
[CUSTOMER][NEUTRAL] Oh yes, I do. Yes, I do. Yes, I do. It's, I'm, I guess I'm still asleep I froze one.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] 72.
[CUSTOMER][NEUTRAL] 721783
[AGENT][NEUTRAL] OK, [PII], let me pull this up here. Give me just a sec.
[AGENT][NEUTRAL] Alright, and then if I could verify please your date of birth and the current address we should have on file.
[CUSTOMER][NEUTRAL] Uh, current address is supposed to be [PII].
[CUSTOMER][NEUTRAL] 7376.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's the mailing address.
[CUSTOMER][NEUTRAL] Uh, the street address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that. And then if I could get your uh date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that alright and what is the address that you um would like to update on this to?
[CUSTOMER][NEUTRAL] OK, that's the, do you have the one I just gave you?
[AGENT][NEUTRAL] We have the [PII], but we put the [PII] if you pref if you prefer that one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I preferred the [PII].
[AGENT][NEUTRAL] OK, so the [PII] what we have is good.
[CUSTOMER][POSITIVE] OK, OK, yeah, it's good.
[AGENT][NEUTRAL] OK great alright and then you just wanna be able to add your daughter on here so she can like call on your behalf and like speak about the policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][POSITIVE] Yes, I would like that and it, it that, I'm trying to get stuff taken care of for my sister and I've run into a few snacks, so I thought I might better check on mine because
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, uh, I'm not a, I'm not married and I have daughters, and I have a daughter, one daughter that takes care of all of my business, business.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what I was trying to say, do I have to put that policy in her name?
[CUSTOMER][NEUTRAL] Or what do they call it? They call it something.
[AGENT][NEUTRAL] So like you can do like a power of attorney.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and so that's something that you can do where they would be um authorized to speak on your uh policy, get information on your policy, um, while you're still alive and all of that if you needed to, that's, that's what you would need.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, now I, I'm, I'm asking this, like I said, cause I run into some snacks with my sister.
[CUSTOMER][NEUTRAL] And I was trying to figure out, OK, do I need to put this policy, and so you're telling me that all I need is to get in a power of attorney.
[CUSTOMER][NEUTRAL] To say that the daughter or daughter is in charge of everything? Is that what you're telling me?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes ma'am and then you can submit that to us and then we add them in there that they are legally um appointed to be somebody to speak to so their name they wouldn't be on the policy, but they are listed in there as somebody that we're legally able to speak to and then that way if at any point.
[AGENT][NEUTRAL] There were concerns, questions, or maybe they needed to file claims on your behalf they could do all of that uh then for you cancel the policy if needed.
[CUSTOMER][NEUTRAL] Oh no. Well, let me ask you about this policy that I have. I've had it so long, I think. What does it cover? What does it cover?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let me pull up the policy certificate here, [PII]. It's a good question and we'll, we'll go over here what
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's listed, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it's a cancer policy. It looks like you have an additional um.
[AGENT][NEUTRAL] For heart attack and stroke on here. So it looks like if you had a heart attack or stroke, it pays out a benefit amount of $2500. Um, it looks like if there were initial diagnosis of cancer, it pays out $2500.
[AGENT][NEUTRAL] And then,
[AGENT][NEUTRAL] Um, it does cover, of course, like, looks like hospital confinement. Let me scroll down here, one moment.
[AGENT][NEUTRAL] Um, it pays for any sort of, uh, hospital confinement for the 1st 90 days. Um, it's $300 per day. It has a benefit amount for drugs and medicine or if you had to have surgery.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And this is just for cancer, hospital, say, uh a heart attack or stroke. Am I right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yeah, it has. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Now what
[CUSTOMER][NEUTRAL] OK. I was just trying to figure that out cause I said no, I got this and I've had it for a pretty good while. And I needed to explain it to my children cause they'll be asking, Mother, what do you have? cause since we've been dealing with this with my sister and my sister's not married, she doesn't have any children, so she only got me. So I've run into a lot of snacks and I said, well, I need to check on my, on my stuff for my children.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So that's why I called cause I needed to know what I needed to do to get this all in place in case I become.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Incapable of speaking or something happens.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] We don't ever, we don't ever know, but we're hoping it doesn't happen, but you never know.
[AGENT][NEUTRAL] Yes ma'am, um, if you'd like, I can, I don't know if you have access to an email, but if you want, [PII], I can put in a request. I can email you the policy that way you have a copy or I can put it in the US postal mail. So you have the policy itself that you can keep for your records for them and it says exactly what the policy is and exactly what is covered in it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, could you send that by mail to me?
[AGENT][NEUTRAL] Yes, yeah, absolutely. Let me, um, put in a request for that. That way, once you get it in the mail, you can just keep it for your records, um.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah, that's what I was thinking.
[AGENT][NEUTRAL] And then they'll know exactly what type of policy it is and then actually on the very first page I believe let me see yeah the very first page it actually has your policy number and all that information on it so.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, so I'll, I put in that request to get that sent out to you in the US postal mail, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that'll work. Well, thank you and you have a, a happy [PII].
[AGENT][POSITIVE] You too as well. You as well, buddy. Take care.
[CUSTOMER][NEUTRAL] And be careful.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Take care. Bye-bye.
[AGENT][NEUTRAL] Bye bye.