AccountId: 011433970860
ContactId: 50a2386c-c688-4e88-a6f1-344daefe5d7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 547099 ms
Total Talk Time (AGENT): 292180 ms
Total Talk Time (CUSTOMER): 222802 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/50a2386c-c688-4e88-a6f1-344daefe5d7b_20250416T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm doing good how are you?
[CUSTOMER][NEUTRAL] I'm doing fine, thank you. So I have an insured son on the line and it's with policy number 596-449.
[CUSTOMER][NEUTRAL] The insured is [PII].
[CUSTOMER][NEUTRAL] I have her son [PII] on the line.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] He had power of attorney over his mother. And if you will look at the notes,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] In this policy, this policy should have been canceled a while back for the request.
[CUSTOMER][NEUTRAL] But it wasn't
[CUSTOMER][POSITIVE] And it's been continuing to be drafted.
[AGENT][NEUTRAL] OK, request duplicate.
[CUSTOMER][NEUTRAL] Like 2.
[AGENT][NEUTRAL] And draft change. Who called to cancel the policy?
[CUSTOMER][NEUTRAL] The son who has power of attorney.
[AGENT][NEUTRAL] OK, did he send the documents to um prove that he was the power of attorney?
[AGENT][NEUTRAL] He is.
[CUSTOMER][NEUTRAL] I have not, I did not check on base for that. Um, she did pass away in January of this year.
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So anyway he's just calling about, he's calling about that.
[AGENT][NEUTRAL] OK. All right. Um, I can go ahead and take it. You can send him over.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, and everything is fully verified. His callback number should something happen is [PII]. Very nice. He's very nice.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. All right, thank you very much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you, [PII]. Have a nice afternoon.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] All right. Bye-bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Hello, good good morning, Miss [PII].
[CUSTOMER][NEUTRAL] Yes, and your name?
[AGENT][NEUTRAL] Hello, this is [PII] and [PII].
[CUSTOMER][NEUTRAL] [PII], OK. Hi [PII], how are you?
[AGENT][NEUTRAL] Yes, this is [PII]. I'm doing good. This is [PII] in customer service and I was just advised that this policy should have been canceled a while ago. Is that correct?
[CUSTOMER][NEGATIVE] Yeah, well, I really should have been canceled years ago but it it didn't get canceled so.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, I do see it here.
[CUSTOMER][NEUTRAL] And and then I called again.
[CUSTOMER][NEGATIVE] Yeah, I called again last year and um it still didn't get canceled, so I don't know.
[AGENT][NEUTRAL] Yes, um, I, I was gonna ask, um, we are not able to cancel the policy unless the main policy holder is um to authorize and that person is one, let's say call in directly to cancel, that's the only way we go ahead and cancel it. But I'm seeing notes here that you gave us a call um and send um the power of attorney documents already.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So that should have been um processed and that would have gave you like um that should have gave you the kind of like authorization to cancel it, um.
[CUSTOMER][NEUTRAL] This one.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm. So I'm not sure what has been stopping um to cancel this policy.
[CUSTOMER][NEUTRAL] I'm not either because she's been incapacitated for years.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I mean, she, she was in, been in hospice for was in hospice for like 6 or 8 years.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So she was never have any kind of cancer treatments.
[CUSTOMER][NEUTRAL] And the uh you know the the uh policy.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I think it was on, I mean it's a very small cancer policy I think um but then they've taken out more payments but I think the last one they take it took out in March, she died in January.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, they took out one in March for another almost $600 I think.
[CUSTOMER][NEGATIVE] So there's there's something really not OK.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Yeah, yes, I do see here that um it is set up, I would assume as an annual payment, I do believe.
[AGENT][NEUTRAL] Um, that's why it might have.
[CUSTOMER][NEUTRAL] Yeah, I think I think it used it used to be twice a year, but.
[CUSTOMER][NEUTRAL] Apparently I don't know why the because the one in they took together Marches.
[CUSTOMER][NEUTRAL] You know, I think significantly more.
[AGENT][NEUTRAL] Yes, it would have seemed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] In
[AGENT][NEUTRAL] All right, uh, Mr. [PII], um, I will go ahead since this will need a further investigation of why this policy hasn't been, um, canceled, I will go ahead and place a request for it to be looked at in detail, um, so we can go through all of the, um,
[CUSTOMER][NEUTRAL] Oh right.
[AGENT][NEUTRAL] Previous notes on the policy and see um how far back. I will ask how, when was this the first time that you called to cancel the policy. I see notes from here in [PII]. Would that be the date of cancellation?
[CUSTOMER][NEUTRAL] Probably.
[CUSTOMER][NEUTRAL] I mean that would be back.
[CUSTOMER][NEUTRAL] Closer to when, probably closer to when she uh
[CUSTOMER][NEUTRAL] Went into, I mean, I'm trying to think.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Because that, that is when we um received the first notification of the power of attorney, but I don't see anything about canceling the policy in that um period unless we go through the documents that we received that probably would request that termination, but other than that, I don't see that that date.
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but again, I will have um one of our agents to look at it in detail, um, and see if we have any other cor correspondence, um, into the records, um, and we will go off um based on that date. All right. Um, is the same number you are calling from a good callback number, or would you prefer um us to email the details?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I'd rather be called back.
[AGENT][NEUTRAL] All right. OK, I will go ahead and uh note that that you would prefer a call back. Is there any specific time that you would like us to um give a call? Probably.
[AGENT][NEUTRAL] Um, in the morning, after work.
[CUSTOMER][NEUTRAL] Uh, no, any, any time is OK.
[AGENT][POSITIVE] Any time is OK.
[CUSTOMER][NEUTRAL] Yeah, I mean, can you tell me what number we'll be calling back or sometimes I haven't answered all the the 10,000 spam calls a day, but uh.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, we, we understand it should be an [PII] phone number, um, let's see.
[CUSTOMER][NEUTRAL] Will will it show up as uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] With your name with that company name?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, American Public Life APL, um, and then the case that you don't answer, we always leave a voice message just that you know that it is from us and it's not just a random call that will um appear, um, so I will note that as well if there's no answer just to make sure that we do have a, uh, we do leave a message for it.
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And anybody and that can take but OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, do you have any idea how long that might take [PII], or?
[AGENT][NEUTRAL] Um, as right now, I would say today as early as tomorrow or it could take a little bit of a couple of days depending on how, um how many requests we have for yours. But I will go ahead and place it as urgent so we can take care of it as soon as possible.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII].
[AGENT][POSITIVE] Mhm. You're very welcome. Is there anything else that I can help you with? Oh? You too.
[CUSTOMER][POSITIVE] You have a good
[CUSTOMER][NEUTRAL] Uh, no, not that I that I can think of. Have a good Easter, right.
[AGENT][POSITIVE] Thank you. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK.