AccountId: 011433970860
ContactId: 3bf99fbf-365a-42ad-85a6-d06ad07d929c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392459 ms
Total Talk Time (AGENT): 149558 ms
Total Talk Time (CUSTOMER): 156596 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/3bf99fbf-365a-42ad-85a6-d06ad07d929c_20250509T13:26_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] Yes, ma'am. Um, I'm trying to
[CUSTOMER][NEUTRAL] Get some information. I'm trying to write a will for my parents and they have a, an American public life insurance cancer policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's a direct draft out of their bank account.
[CUSTOMER][NEUTRAL] And she does not know where her paperwork is for an account number.
[CUSTOMER][NEUTRAL] Or or cards or anything. So I'm trying to check and see if I can get that through you or um exactly how I need to go about getting it.
[AGENT][NEUTRAL] So you're wanting to know how to get the payment information or just her information from APL?
[CUSTOMER][NEUTRAL] Yes, just, um,
[CUSTOMER][NEUTRAL] Their cancer policy, they have a cancer policy, insurance policy through APL.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But she does not know what the policy number is or even where any of her paperwork might be and so I'm just trying to get a a copy of that for them.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I can definitely help you with the cancer policy. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, my name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][POSITIVE] Thank you for that, and I can look the policies up um
[AGENT][NEUTRAL] If you have her social, I can look it up, um, her full first and last name.
[AGENT][NEUTRAL] Also,
[CUSTOMER][NEUTRAL] OK, OK, it's gonna be under [PII]
[CUSTOMER][NEUTRAL] Uh, you said social security number?
[AGENT][NEUTRAL] Um, yes, I can search with the social. Also, I'm getting ready to search with the name. If I don't see anything, I'll use the social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I see, you said [PII], right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And this is for the cancer policy here it is. Alright, so I think I just located it. I'm waiting for it to come up now. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is Mr. [PII] available by any chance? I just need to verify and get authorization to speak with you.
[CUSTOMER][NEUTRAL] Oh, no, they live somewhere else. I'm just trying to get this done for them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm, I'm their daughter.
[AGENT][NEUTRAL] So this is what we're gonna have to do, um, and I'll put I'll put in the note that you're the daughter, but just, just because it's a um insurance policy, we can't really speak to anybody except [PII] or [PII]. Um, but if we can get at some point for [PII] to give us a call with you and um just verify the policy and then give us permission to speak with you, we can. Um, I can also, if they want to, let me see if they have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They don't have an email address on file. I can mail them the authorization form for HIPAA, so that they can put your name and then if they want to mail it back to us, they can or
[AGENT][NEUTRAL] I don't know if they use the computer, uploaded on the online service center they can and then we'll be able to speak with you just like you were the policyholder.
[CUSTOMER][NEUTRAL] OK. If you would mail them that or mail them uh even just a copy of the insurance policy, I don't know what she's done with it if she had any paperwork, where she's put it, you can just mail it to them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if I'm out there today or uh I'll try to get him, get him back on the phone.
[CUSTOMER][NEUTRAL] Together, but that would be great if you just mail them the HIPAA form and stuff um and maybe just the information, the policy number and that kind of stuff, mail it to their house.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I'm pulling it up now. Let me see.
[CUSTOMER][NEUTRAL] And it should the uh address should be, yeah.
[AGENT][NEUTRAL] Yep, so I can do both. So I'll go ahead and mail the, um, it looks like they're gonna have to draft up a policy certificate because this one they've had this since [PII], so the, the documents look different now, but we can get you the updated document and then um mail that out to you and then mail the HIPAA form so we can speak to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that would be just wonderful. I'm trying to get all their paperwork together, you know, they're getting older, just trying to get all the documents where I can get a hold of them or whoever can get a hold of them, get them to the lawyer, and that's one that we got the draft on the bank account but where her paperwork is, she has no idea.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And can you just um
[CUSTOMER][NEUTRAL] So just a copy of it to them.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] No, that's good that's fine go ahead.
[AGENT][NEUTRAL] Uh, I was just gonna say, can you please verify the address? I just want to make sure this is correct.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK. So I'll go ahead and send this out for y'all, um, and then if you, after they send it in, um, and we have it on file, you can call, we can give you any information you need. We just got to get the HIPAA form.
[CUSTOMER][POSITIVE] OK, that sounds wonderful. I do appreciate all your help, [PII].
[AGENT][POSITIVE] You're very welcome. Well, thank you so much for calling APL [PII]. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] All right, you too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Mm bye bye.