AccountId: 011433970860
ContactId: 2ad424e6-be3e-4325-9c7b-db36f647e0c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215669 ms
Total Talk Time (AGENT): 91368 ms
Total Talk Time (CUSTOMER): 142674 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/2ad424e6-be3e-4325-9c7b-db36f647e0c7_20250226T23:12_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, did you say [PII] or [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, OK, my sister's [PII]. I thought maybe she said [PII]. I had my mother, my mother has an insurance policy with y'all, and I had checked on this a couple of years back, and it's not something that she needs, and we're getting ready to close her account, uh, where the money's drawn out of so I don't know who we need to speak with to actually, and I'm not sure if I got in touch with the right extension.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] To stop that or if we, you know, so y'all know that we're that we just wanna cancel it or if we just close her account I mean I hate for you guys to spend time researching uh to find out that.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] No, that's perfectly fine that's no, no, that's my job. I'll get that policy pulled up and um we'll double check if it's active um if it is then we can look at getting that canceled um what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] OK, OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, great.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And I think I had, I, I had gotten like I said information years back and uh right now I mean I have the policy number I think but I've got so much paperwork it's I I it it.
[AGENT][NEUTRAL] Sure, that's OK.
[AGENT][NEUTRAL] I get it. Um,
[CUSTOMER][NEUTRAL] If you can see if the policy number, I'm sorry.
[AGENT][NEUTRAL] Go ahead, no, no, no, you're fine.
[CUSTOMER][NEUTRAL] OK, I was gonna say the policy number is 644717 based on her credit card payment.
[AGENT][NEUTRAL] OK, we'll take a look at that really quick, [PII], if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And her name is [PII] also her.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got it thank you OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh yes, that is the policy number um is [PII] available that I could speak with her?
[CUSTOMER][NEUTRAL] She's not, she's actually in memory care. I mean, I, I could get paper and have her sign and stuff, but she's she, she's not with me. I'm calling from work. Um, but it's, because I think the policy is basically my understanding when we checked years ago, is that if she gets cancer, it pays like $1000 or so, but, and she's probably paid a lot more than that over the years on this. So, so I don't know what we need to do. I mean, she's
[AGENT][NEUTRAL] Understand
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I guess I could get with her and at some point and have her.
[AGENT][NEUTRAL] That's OK. Um, so, right, um, it's since she is the only one listed we don't have, uh, any record of power of attorney or anything like that, um, or any uh third party authorization we would have to have um something from Myrtle stating that you know of course either she's stating that she wants to cancel it or that she gives permission to speak with you um do you have power of attorney?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that is one of the we have her medical we have medical and unfortunately we have never done the other way. I'm on some of her accounts, so what I will do is when we are with her is just call back and then have you guys cancel like I said I'd rather cancel it then you guys do a lot of research and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] That's perfectly fine. Uh, all we have to do, she didn't even have to talk a lot. All we have to do is, um, verify her information, you know, her verify her information, and then of course give that verbal consent that it's OK, uh, that we speak with you regarding this.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome. OK, alright, very good. I will get with her and call you back so thank you much, so much for your help.
[AGENT][NEUTRAL] Alright, did you have any other questions for me?
[CUSTOMER][POSITIVE] No, that is it. I appreciate it thank you.
[AGENT][POSITIVE] Alright, yes ma'am thank you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.