AccountId: 011433970860
ContactId: 30390e6b-0e0d-43bb-8eac-e6d0678f1804
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356859 ms
Total Talk Time (AGENT): 149788 ms
Total Talk Time (CUSTOMER): 176799 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/30390e6b-0e0d-43bb-8eac-e6d0678f1804_20250319T15:07_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, this is kind of a strange situation but so.
[CUSTOMER][NEUTRAL] My cousin is in a nursing home and has dementia and the power of attorney for me got triggered recently and so I um
[CUSTOMER][NEUTRAL] Was looking through all of our checking account activity to find out what was going on and found a monthly draft that's pulling out that says um.
[CUSTOMER][NEUTRAL] Basically American public insurance and so my guess is that she has a life insurance policy.
[CUSTOMER][NEUTRAL] And so I'm trying to understand if that's what it is and what it is and how we would notify.
[CUSTOMER][NEUTRAL] American public eventually when she passes and that kind of thing.
[AGENT][NEUTRAL] Sure, I can help you with that. What is your name, please?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. Thank you, Mr. [PII]. And what is her last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Middle name [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII], yes.
[AGENT][NEUTRAL] And [PII] OK.
[AGENT][NEUTRAL] Do you happen to know her date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. I'm going by memory and I, I know her social as well if you can look it up by social.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, no, that's fine. I've got her date of birth. I've got it pulled up. Now, what we will need in order to be able to disclose any information regarding her policy, if you have that uh POA, the papers, you can fax those to us.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And or you can email them.
[CUSTOMER][NEUTRAL] The best way would be to email because I, I have them on my phone, um, yeah, so if you'll give me OK.
[AGENT][NEUTRAL] And that was
[AGENT][NEUTRAL] Yeah, you can email him.
[AGENT][NEUTRAL] Mhm. If you'll email that to [PII] and that's all one word, [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And then what information should I put in there? um I have a, um, the letter from the nursing home doctor saying, you know, that basically triggers the um power of attorney and then I have uh the page from her will that designates me as the power of attorney.
[AGENT][NEUTRAL] OK, so if you would just, yeah, you can include that and then include her name and date of birth and that way they'll put it on this policy and you can um you'll get a reply email that we've received your information.
[CUSTOMER][NEUTRAL] And then what other information?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I would give it a day or two to be placed on the policy.
[AGENT][NEUTRAL] Because your information will have to be.
[AGENT][NEUTRAL] Put on here is a uh.
[AGENT][NEUTRAL] Designated contact person.
[AGENT][NEUTRAL] And then you can call back and we can disclose information after we receive that POA but to protect her health and personal health information, we don't disclose information without permission or a POA on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, so I will send that email, um, as far as her name, uh, is it listed as just [PII]?
[AGENT][NEUTRAL] It is and it's [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, I never, I always forget whether because she goes by [PII], which is her middle name, but, um, OK, [PII]
[AGENT][NEUTRAL] It has an [PII]
[AGENT][NEGATIVE] The crystal hasn't, yeah, because when I was putting in [PII] I couldn't find it and then I located it.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] With that other spelling.
[CUSTOMER][NEUTRAL] OK, so basically I'll send that email and then within a couple of days they'll add me as the POA contact and then would I just call back the same number that I called today at that point?
[AGENT][POSITIVE] That's right. Yes, sir.
[CUSTOMER][POSITIVE] OK, and the option I selected was option 2, I can't remember what it was called, but that's still the best option.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It is what you, you, you just call that number, whatever the option you push, we're gonna get you some help.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][POSITIVE] Adoption 2 is the best.
[CUSTOMER][POSITIVE] OK very good um all right so that's what I'll do um uh glad I was able to get instructions from you.
[AGENT][NEUTRAL] Absolutely. It's been a pleasure and I know this is a hard time having to go through all that. It's a little stressful.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Very, very, so I appreciate that thank you.
[AGENT][POSITIVE] Sure, it's my pleasure. Is there anything else I can help you with, Mr. [PII]?
[CUSTOMER][NEGATIVE] Not today have a good one.
[AGENT][POSITIVE] And thank you for calling APL. You have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.