AccountId: 011433970860
ContactId: 38257f63-7abe-4a95-a159-8a15d9b8d083
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349230 ms
Total Talk Time (AGENT): 112722 ms
Total Talk Time (CUSTOMER): 176158 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/38257f63-7abe-4a95-a159-8a15d9b8d083_20250124T22:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well, good afternoon, [PII]. How are you doing? Are you in [PII]? Uh no.
[AGENT][NEGATIVE] I, I'm actually not, no.
[CUSTOMER][NEUTRAL] OK, OK, well, maybe you have an office in flow, well, I'm sorry because you could be working from home, but, but anyway, I have a policy number and I want to.
[CUSTOMER][NEUTRAL] To see what I could American Public, uh, this, this is an APL, American Public Life Insurance Company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm sure is, yeah, if you have your policy number I can pull it up.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am, uh, 98, I'm sorry 9 A as in apple, 94678.
[AGENT][NEUTRAL] All right, thank you for that. Let me pull this up here one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Great. And what's the name on the policy, please?
[CUSTOMER][NEUTRAL] Um [PII]
[CUSTOMER][NEUTRAL] And the address should be [PII].
[AGENT][NEUTRAL] Alright, and then if I could get [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] This has a different date of birth on it.
[CUSTOMER][NEUTRAL] Well, what, what she might be showing [PII]. She was born in [PII], but uh I noticed on her driver's license she's showing [PII] uh 33, so, but [PII] or [PII] definitely.
[AGENT][NEUTRAL] How
[AGENT][POSITIVE] How can I help with this today?
[CUSTOMER][NEUTRAL] Oh yes ma'am. Uh, what, what kind is that a, is it a, is it a, a health insurance policy?
[CUSTOMER][NEUTRAL] And I see the premiums is $66.90.
[AGENT][NEUTRAL] Mhm. What is your first name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] So this is no longer active with us and unfortunately we can't release a whole lot of information because you're not authorized on the policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] But this hasn't been active in quite some time.
[CUSTOMER][NEUTRAL] Well, I see [PII], so.
[CUSTOMER][NEUTRAL] Uh, so what was it, what was it, was it?
[CUSTOMER][NEUTRAL] Life insurance policy or what? May I ask, can you tell me that?
[AGENT][NEUTRAL] I'm not able to disclose any information on it. I'm sorry.
[CUSTOMER][NEUTRAL] Who can I, who else?
[CUSTOMER][NEUTRAL] Well, that's fine. Who else can I speak to?
[CUSTOMER][NEUTRAL] Can you give me a number so I can call someone else so I can they can share some information with me.
[AGENT][NEUTRAL] You would have to send us information showing that your power of attorney over this and then we would need to receive that information before we can release information.
[CUSTOMER][POSITIVE] OK, well, I actually, I am a power of attorney, her power of attorney.
[CUSTOMER][NEUTRAL] And her son, [PII] is passed. She's, she's passed.
[AGENT][NEUTRAL] Yeah, so I can email you a power of attorney form and you can send that back to us if you'd like to learn more information on it.
[CUSTOMER][NEUTRAL] OK, you can't tell me what kind of policy it is or anything?
[AGENT][NEUTRAL] No, we're not off.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] And for health insurance or, or?
[AGENT][NEUTRAL] I'll double check with the supervisor to see if I can give you any information on it. I don't believe I'm authorized to. Do you mind holding for just a moment, sir?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well let me ask you this then, is it, you say is, is it inactive or active? Is, is it, is it paid up or is.
[AGENT][NEUTRAL] It's been, it's been inactive since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And when you say in that.
[AGENT][NEUTRAL] So yeah, it hasn't been active for 25 years.
[CUSTOMER][NEUTRAL] Uh, so you say when it's inactive, what does that mean?
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] Um, it was not valid from the year [PII] on, so it wouldn't have covered anything that occurred from the year [PII] and then on.
[CUSTOMER][NEUTRAL] OK, well, so if it's inactive, then why would you not be able to be able to just share it, tell me what it is, and I can, you know what I'm saying, if it's not paid up, if it's not, I guess I the issue was the premium was $66.90. I don't see if it's yearly or monthly.
[AGENT][NEUTRAL] It was a it was a cancer policy.
[CUSTOMER][NEUTRAL] Of what it is.
[CUSTOMER][NEUTRAL] Uh, cancel policy, OK, OK.
[CUSTOMER][NEGATIVE] And that was one of her fears.
[AGENT][NEUTRAL] Yeah, so it looks like it.
[CUSTOMER][NEGATIVE] That was one of her fears, yeah.
[AGENT][NEGATIVE] Yeah, Terminated in [PII], so it wouldn't have covered anything after that year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's OK. She, I don't think she died of cancer.
[CUSTOMER][POSITIVE] But uh, but, well, but thank you so much. [PII], that was [PII]?
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] Well, thank you so much, sir. OK.
[AGENT][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] You have a blessed day.