AccountId: 011433970860
ContactId: 2c9f8018-db27-4886-a755-624b159525e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 438200 ms
Total Talk Time (AGENT): 198395 ms
Total Talk Time (CUSTOMER): 250265 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/2c9f8018-db27-4886-a755-624b159525e5_20250110T14:54_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is Memory and customer service. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I received a call from you, uh, the day before yesterday afternoon regarding my aunt, [PII].
[CUSTOMER][NEUTRAL] And I wasn't able to talk to you then and I had to work yesterday, so.
[AGENT][NEUTRAL] OK, yes, I see.
[AGENT][NEUTRAL] I understand. Uh, how are you doing today?
[CUSTOMER][NEUTRAL] I'm doing fine. How are you?
[AGENT][POSITIVE] I'm good. Um, thank you for asking. I was calling uh because
[AGENT][NEUTRAL] Where are my notes? Hold on just a second, Ms. [PII]. Um, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I sent the power of attorney paperwork over to our legal department and um they are requesting a letter of incapacitation from her primary doctor.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so once we receive that.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEGATIVE] She's really not incapacitated. She's mentally, she's pretty good, but she's in a nursing home, you know, she doesn't get out, she doesn't have a phone, like in a room or anything. And I'm really just trying to find out what is this? Does she still have it? Is it, what kind, I don't even know what, I don't know anything about what kind of policy it is. She was a terrible housekeeper.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was just digging up stuff and but I did see where we paid something on this in April of last year and
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's got a policy number and stuff, but I don't know what, I have no idea what this is, what kind of policy it is, is it still in existence? um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm just trying to find out what it is and about it and if it's something that she should continue carrying is it something that be OK to cancel is it? I don't know what it is, so I can't do anything.
[AGENT][NEUTRAL] Yes, ma'am. I understand. Yeah. Um, unfortunately, I, we can't disclose any information, um.
[CUSTOMER][NEUTRAL] It's kind of where I'm at.
[AGENT][NEUTRAL] About the policy or its contents uh with anyone other than the insured, uh, unless you can get the letter from her primary care doctor that she's incapacitated. Now, it
[AGENT][NEUTRAL] I'm not sure if I'd have to send it to legal for it to be approved um with the POA that you submitted. So I mean just her being physically incapacitated and having to be at the home might be enough. I'm not sure, um, but if you could get that from her doctor, that could possibly push that POA over to where we can disclose all this information to you.
[AGENT][NEUTRAL] Um, another thing is if you're able.
[AGENT][NEUTRAL] Um, I just need a verbal consent from her.
[AGENT][NEUTRAL] On the phone and I can talk to you uh about the policy, um, that way you can make a, yeah.
[CUSTOMER][NEUTRAL] I can do that because we did that, yeah, we did that on one other something else we were trying to, she's, she's my aunt, she's never been married, she doesn't have any kids and it's been very difficult trying to, in her house was, oh my God, a hoarder house if you want, I'm sorry to say that, but it's true. And anyway, just trying to find out what stuff is and what, I mean, I'm still digging through this stuff and
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I understand.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Not knowing very much about it. And she's like, well, I think I had a cancer policy. And her mind is not gone. She just would pay stuff and hoping that that would take care of her in her old age, which luckily, she did because it's very expensive. But anyway, well, I can do that and I have your name and your number.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] And the next time I go up there, which we're getting ready to have a snowstorm today, I will get her and I'll call you, and if she can verbally do that, which she's perfectly capable of that. Mentally, she's not incapacitated. Physically, I mean, we get her out every once in a while, but it's a, it's not easy. But I'll do that and that way they we can get the
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I understand. I do, I, I am uniquely qualified to understand what you're talking. I actually have a great aunt that um she doesn't have any kids. She was married. Um, her husband passed away this, um this past July, and, um, so I, I had to help her get put into the nursing home and deal with all her insurance and Medicaid and
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] All that stuff because she doesn't have any kids. So it, it is, so I understand completely. Um, so yeah, just don't be in a rush, you know, since y'all are fixing to have that storm, but um just give me a call back when you're with her and um she, I just need that verbal and then I can talk to you about everything.
[CUSTOMER][NEUTRAL] It's a lot, yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that'll be fine because like I said, the, you know, not without, it's just you can't make a decision about anything because you don't know what it is. And you know, I have 3 other things that I'm in the process of trying to figure out what it is and what, cause somebody, this is, now can you tell me this? Is this a life insurance policy or is it something else? You can't tell me that or can't you?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, I understand.
[AGENT][NEUTRAL] Uh, I'm sorry, Ms. [PII]. No, ma'am. I can't give you any information about the policy.
[CUSTOMER][NEUTRAL] OK, that's fine, that's fine.
[CUSTOMER][NEUTRAL] Yeah, um, because one of my nieces works in an attorney's office.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she has told me that if somebody has a life insurance policy, that they are sort of like null and void once they turn [PII].
[CUSTOMER][NEUTRAL] Is that true or do you know?
[AGENT][NEUTRAL] Um, it depends on the type of policy.
[CUSTOMER][NEUTRAL] Well, anyway, yeah. And anyway, so that was one reason I was, I mean, she just turned [PII] in December. So that's one reason I'm trying to figure out if it's anything that we need to like cash in or if it's even, I don't even know what it is, so I can't do anything. But the next time I'm up there, I will take this paper with me and give you a call and
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] See if I can give her to give her verbal consent, and I know she will, so we can try to figure out what this is and what we need or can do about it or don't need to do anything about it. I just don't know.
[AGENT][NEUTRAL] Right, yes, ma'am.
[CUSTOMER][POSITIVE] But I appreciate your help this morning, [PII], and I will keep this right on top of my stack of things to do and the next time I go up there, I will get with her and we will give you a call.
[AGENT][POSITIVE] All right, Ms. [PII]. Well, it's a pleasure speaking with you today and I'm looking forward to speaking with you and your aunt, OK?
[CUSTOMER][POSITIVE] All right. You have a great day.
[AGENT][POSITIVE] You too stay safe. Bye-bye.
[CUSTOMER][NEUTRAL] Bye. Uh bye.