AccountId: 011433970860
ContactId: 2f5e62b6-7122-4fa8-a6e9-dad0a0815d0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 690179 ms
Total Talk Time (AGENT): 265771 ms
Total Talk Time (CUSTOMER): 373775 ms
Interruptions: 4
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/2f5e62b6-7122-4fa8-a6e9-dad0a0815d0c_20250207T17:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I am calling in reference to uh [PII].
[CUSTOMER][NEUTRAL] And I'm her conservator.
[CUSTOMER][NEUTRAL] And um well I don't know what the insurance.
[CUSTOMER][NEUTRAL] is all about. So, um.
[CUSTOMER][NEUTRAL] The policy number is 0051.
[CUSTOMER][NEUTRAL] 2832.
[AGENT][POSITIVE] Thank you. And what is your name please, sir?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is a good callback number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you, sir, and you're the conservator for Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] OK. And what is her date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright thank you and her current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you. If you will bear with me just one second, just making looking to see if we have your information on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just one second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Have, have y'all sent in that paperwork?
[AGENT][NEUTRAL] To us to give you permission. Do you know if if that information is?
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I do not, no, I, I don't, you know, I, I just talked to a long term care company that, um, and of course she had me as, you know, the third party designee and, and so I was able to, you know, talk to them about, well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, long-term care facility. Um, and, and, you know, exactly.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, I've had her, she had a stroke. I mean, um, actually she did have, I thought it was a seizure back [PII] of last year.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she was in the hospital about 26 or 7 days, and I've had her home since then, and she's really gone down.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So, you know, it's coming to the point to where I'll have to put her in a, a nursing home, of course, and.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm so sorry. I know that's such a hard time.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] That's sad.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I mean, we've been together for 31 years, so.
[AGENT][NEUTRAL] 31 years.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][POSITIVE] That's amazing.
[AGENT][NEUTRAL] Um, is she able to give verbal authorization to speak to you?
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You know, well, I mean, I.
[CUSTOMER][NEUTRAL] Uh, I did put her on the phone with the other girl.
[CUSTOMER][NEUTRAL] And of course, she, um, I had it on speakerphones. I had it up way too close to her face and.
[CUSTOMER][NEUTRAL] And this lady asked her, you know, for the, uh, confirmation about, uh, giving me, you know, information, and I had it too close to ear and she spoke. And, um.
[CUSTOMER][NEUTRAL] [PII] said,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Dang it, because it was too loud. Yeah, dog on it. And then, of course, she kinda.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] The best way to put it is kind of babbled some words and, you know, it had nothing to do with a yes or no. So, and now there is another lady in the house, I could say, you know, I could use her, but I'm not, I didn't do that.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Right. I appreciate that. Yeah.
[CUSTOMER][NEUTRAL] You know what I mean? Yeah, yeah, that's, uh, you know, I mean, I, I'll try, I, I'll try again, OK?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Funny.
[CUSTOMER][NEUTRAL] Hey buddy.
[CUSTOMER][NEUTRAL] What's going on girl? Yeah, hang on one second. [PII], can you talk to this lady just for a second and give, give her a yes or no answer on whether or not I can talk to her about.
[CUSTOMER][NEUTRAL] Your insurance premium.
[CUSTOMER][NEUTRAL] Uh, go ahead, [PII].
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] I don't know it. No, I know it. I'm sorry.
[AGENT][NEUTRAL] That's all right, Ms. [PII]. Do you give me permission to speak with [PII]?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] It's been done.
[AGENT][NEUTRAL] Can you give me permission to speak with him?
[CUSTOMER][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] He's coming in.
[AGENT][NEUTRAL] He's a man.
[CUSTOMER][NEUTRAL] Mhm she's doing.
[AGENT][NEUTRAL] Yeah. Can I speak to him about your policy?
[CUSTOMER][POSITIVE] Just a no or a yes answered by the girl. I just tell her yes.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] Just say yes, OK? Yes.
[AGENT][POSITIVE] OK. Thank you so much, Ms. [PII].
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] And of course, uh, that, that was [PII]. She's been helping me with her, uh, and she actually got her to the answer, so.
[AGENT][POSITIVE] Bless your heart.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's, yeah, that's, that's been my.
[CUSTOMER][NEUTRAL] Uh, my life for about 11 months, so.
[AGENT][NEUTRAL] Oh, I'm so sorry. That's so hard to go through. I, I, I've been through it too, but with my parents, so.
[CUSTOMER][POSITIVE] Gosh. Oh my gosh. I'm sorry to hear that.
[AGENT][POSITIVE] Yeah, it's tough. It's tough, but you know, you just enjoy even the moments you still have, you know, and those are precious.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][POSITIVE] Just try to make her laugh and hm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely, and that's, and, and then you, you start laughing at things too, and that makes it, you know, you start realizing, you know, that uh still, she's still who she, she is, and, you know, you just laugh with her.
[AGENT][POSITIVE] And laugh about things, and those times will be precious to you.
[AGENT][NEUTRAL] And I'm so sorry I shouldn't have gotten off on all that, but I do understand what you're going through.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] It's, it's OK. Yeah, yeah, it's quite all right.
[AGENT][NEUTRAL] Um, it is, so first of all, um, do you have power of attorney or any paperwork like that that you can fax to us and that way you have permission to speak regarding on her behalf?
[CUSTOMER][NEUTRAL] I have conservatorship.
[CUSTOMER][NEUTRAL] Of course, I couldn't get power of attorney because, well, she's not able to correct, which I talked to her about, you know, go ahead.
[AGENT][NEUTRAL] You can
[AGENT][NEGATIVE] She can't give it
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If you
[AGENT][NEUTRAL] I'm so sorry, go ahead.
[CUSTOMER][POSITIVE] Oh, I talked to her about it. Oh, this has been coming on 10 years, so I talked to her about it several times and, well, you know, she's a very independent, strong lady, and, which is great, but.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, what you can do, Mr. [PII].
[CUSTOMER][NEUTRAL] Anyway, I did go to court and get conservatorship, so.
[AGENT][NEUTRAL] You can actually fax those paperwork to our customer service department and they can put it on file.
[AGENT][NEUTRAL] If you need and I can give you that customer service fax number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] And then they'll have it on file and put it in the notes.
[CUSTOMER][POSITIVE] Yeah, that'd be great, and that number is?
[AGENT][NEUTRAL] That fax number is 877.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 807.
[CUSTOMER][NEUTRAL] What is the 50 done.
[AGENT][NEUTRAL] 0911.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just put her policy number on there and her name and just tell them that you have conservatorship.
[CUSTOMER][NEUTRAL] Yeah, OK, to anybody's attention or?
[AGENT][NEUTRAL] That just goes straight to our customer service department and they'll put it on the policy.
[CUSTOMER][NEUTRAL] Um, I'm you.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, so now that we've got all that.
[CUSTOMER][POSITIVE] Very well. I'll take care of that.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Nobody.
[CUSTOMER][NEUTRAL] Well, I was just wondering, um, if I could, you know, when I called back then, you know, if I could talk to you, so.
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] Um, any of that, so, um, a lot of times I am on the phone, you can ask for me, but any of our customer representatives will be happy to take care of you.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and your name was [PII]?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, OK, well thank you so much and I'll get that faxed over in uh next hour or so I guess.
[AGENT][POSITIVE] My pleasure now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's fine, but I do have permission from Ms. [PII] to speak with you on this call, so I can help you.
[CUSTOMER][NEUTRAL] try to
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Excellent.
[AGENT][NEUTRAL] And I do have her policy pulled up. How can I help you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, I don't really know um what the policy is for as far as I have no clue.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so this is a cancer policy that she's had with us since [PII].
[CUSTOMER][NEUTRAL] Yeah yeah.
[CUSTOMER][NEUTRAL] OK, I do remember her saying she had a cancer policy, so, but she is uh cancer free, so at this point, so, um.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Now, she does have an intensive care writer on this policy that does pay for an intensive care hospital stay.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is for sickness or any reason it doesn't have to be associated with cancer diagnosis.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I see. No, but that's strictly for intensive care.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well, that's great.
[CUSTOMER][NEUTRAL] Um, is that the
[CUSTOMER][NEUTRAL] And that's, that's all it covers right there is cancer and intensive care.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, OK, no that's awesome OK well thank you so much for your help.
[AGENT][POSITIVE] It's been my pleasure, Mr. [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, no, no, that's when I work thank goodness we don't, we don't, uh.
[CUSTOMER][NEUTRAL] We don't have to use this policy, so.
[AGENT][POSITIVE] Yeah, that's right. That's a blessing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] They, they could be worse.
[AGENT][POSITIVE] That's right. It should.
[CUSTOMER][POSITIVE] Well, thanks so much. You, you have a great day.
[AGENT][POSITIVE] Well it's been my pleasure to assist you, Mr. [PII]. Thank you for calling APL and I hope you all have a wonderful day as well. Hope Miss [PII] has a good afternoon.
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][POSITIVE] All right, and thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] Well, I appreciate you. All right, take care. Mhm.
[CUSTOMER][NEUTRAL] Bye.