AccountId: 011433970860
ContactId: 46494496-7c97-41e3-b288-635a581b4d13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262839 ms
Total Talk Time (AGENT): 92183 ms
Total Talk Time (CUSTOMER): 139627 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/46494496-7c97-41e3-b288-635a581b4d13_20250128T21:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling A. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, the reason I'm calling, OK, I'm in [PII] now, but my mother lives in [PII] and I was there last week and had to put her into a nursing home.
[CUSTOMER][NEUTRAL] And the financial advisor said that we have to get the cash value of this insurance, and it's a cancer policy. Is there any such thing as a cash value on a on a cancer policy?
[AGENT][NEUTRAL] Um, let me go and pull it up so I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, it's [PII]. And I have power of attorney. There's no way I can fax it to you, but the financial advisor said that they could fax you the power of attorney if needed.
[AGENT][NEUTRAL] OK, and what was your name again?
[CUSTOMER][NEUTRAL] My name is [PII], and my mother has this [PII].
[AGENT][NEUTRAL] OK, I'm sorry. Can, can you
[CUSTOMER][NEUTRAL] And when she
[CUSTOMER][NEUTRAL] When she, when she took it out, it, OK, go ahead.
[AGENT][NEUTRAL] Can you repeat your name again, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and do you have her policy number?
[CUSTOMER][NEUTRAL] I had it when I was at her house last week, but I'm in [PII] right now.
[AGENT][NEUTRAL] OK, and um, can you spell her last name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] And can you spell her first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And some of the insurances she had was before, before her and my stepdad married. Uh, it was in my dad's last name. So if it's not under [PII], it'll be under [PII]
[AGENT][NEUTRAL] Do you have her social?
[CUSTOMER][NEUTRAL] Oh gosh.
[CUSTOMER][NEUTRAL] I'm trying to think. I don't have the whole thing. I think it ends [PII].
[AGENT][NEUTRAL] OK, we will have that because I'm looking up Tro and then her first name, but I don't see anything um.
[CUSTOMER][NEUTRAL] Oh, OK. How about by her date of birth?
[AGENT][NEUTRAL] I can't pull up but I either have to have the policy number, her full social, or the name that's on the policy.
[CUSTOMER][NEUTRAL] OK, it, some of her stuff was under [PII]
[AGENT][NEUTRAL] OK, I'm not pulling up um that either. Um, yeah, like I said, the best thing to do would be get the social because I'm not pulling up anything um under that name as well.
[CUSTOMER][NEUTRAL] I know it's
[CUSTOMER][NEUTRAL] OK. It, it may be listed under [PII] and [PII].
[AGENT][NEUTRAL] Well, I mean, if she's on the policy, then it would come up, but like I said, I'm not pulling up anything. So like I said, you, um, the best thing would be to do would be to um obtain her social security number and then I can find them because I'm not finding it with either one of those names.
[CUSTOMER][NEUTRAL] OK, because they're drafting [PII] out every month and I thought that was not half our cancer policy, but she said that's what it is.
[AGENT][NEUTRAL] OK, give me one second. Let me try one more thing. What's her date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so no, the one I put.
[CUSTOMER][NEUTRAL] Yeah, we have an apple.
[CUSTOMER][NEUTRAL] I have Aflac and it's only like 50 something a month for my husband and I so I thought, are you sure this is cancer? And she said, yeah.
[AGENT][NEUTRAL] OK, so the only affili I pulled up that date of birth doesn't matter. So like I said, it would be best for you to obtain her social security number, um, or her um policy number and give us a call back because I'm not finding that information.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Under [PII] or [PII].
[AGENT][NEUTRAL] That is correct, ma'am, with that date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK. I'll call her and call you back.
[AGENT][NEUTRAL] All right, no problem, Ms. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, but thank you so much.
[AGENT][POSITIVE] No problem. Well thanks for calling A. You have a wonderful day.
[CUSTOMER][NEUTRAL] All right. All right. Bye-bye.
[AGENT][NEUTRAL] Bye.