AccountId: 011433970860
ContactId: 2a2741c1-a856-49db-a78c-745e630ba9a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226580 ms
Total Talk Time (AGENT): 47959 ms
Total Talk Time (CUSTOMER): 133720 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/2a2741c1-a856-49db-a78c-745e630ba9a8_20250211T18:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I have policy 152334.
[CUSTOMER][NEUTRAL] This is a life policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I have the niece [PII] on the phone.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she was calling about the wanted to see if about the payments on her aunt's policy to make sure it's active. I'm not too sure but um.
[CUSTOMER][NEUTRAL] I'm not sure she wanted to change how it came out. I'm not too sure. The POA information is in notes. I think she was dealing with memory at one point. Um, and that's it. And the callback is what's in the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And did you get permission to talk to her or?
[CUSTOMER][NEUTRAL] So, well, it's in notes. It's, it's in notes.
[AGENT][NEUTRAL] It's in notes. OK, hold on a second, let me pull the policy up.
[CUSTOMER][NEUTRAL] 152334
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Who is this [PII] guy? I wonder.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][POSITIVE] All right. Here you go. Thank you.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, good afternoon. This is London customer services. How are you, [PII]?
[CUSTOMER][POSITIVE] I'm doing well how are you?
[AGENT][POSITIVE] I'm good.
[AGENT][POSITIVE] And how can I help you today?
[CUSTOMER][NEUTRAL] Um, I'm trying to, um, find some information out about my aunt's, um, life insurance policy.
[CUSTOMER][NEUTRAL] Um, she is in a nursing home, and we are in the process of trying to get her qualified for, um, Medicaid, and I need to know like, did, does her life insurance have like a cash value or because there's some things that she will not be able to, to keep because it would count towards assets or something um and so I'm just trying to find out some information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right. Mhm.
[AGENT][POSITIVE] OK, um, this policy does have cash value.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um
[AGENT][NEUTRAL] But it, it would, I would have to figure it up and and mail it to her.
[CUSTOMER][NEUTRAL] OK, OK, um, if you could, it's gonna.
[AGENT][NEUTRAL] And then you could give that to.
[CUSTOMER][NEUTRAL] Yes, if you could do that, that because I'm not really sure how all of this is worked because we're, we're gonna pay, we're gonna have to pay for several months of the nursing home before you can even qualify but um so I'm just trying to figure out, you know, get all of our ducks in a row before.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right. Um, mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Before we have to sign it over to the state or something.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, so if you could, if you could put that in the mail, that would be great.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] All right, I will get that figured up and, and they'll they'll mail that out to you.
[CUSTOMER][POSITIVE] OK all right thank you so much.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] OK, alright. You're welcome bye bye you too thanks bye bye.
[AGENT][POSITIVE] And you have a good day, Ms. [PII]. Mhm.