AccountId: 011433970860
ContactId: 54816c6c-2d6f-4b7b-a712-d1d1cc288be3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 512380 ms
Total Talk Time (AGENT): 196637 ms
Total Talk Time (CUSTOMER): 164414 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/54816c6c-2d6f-4b7b-a712-d1d1cc288be3_20250307T16:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, can you hear me?
[AGENT][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][POSITIVE] I can hear you. Yes. Yes, ma'am. How can I help?
[CUSTOMER][NEUTRAL] OK. Hi, my name is.
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. I'm calling for [PII]'s account.
[CUSTOMER][NEUTRAL] Um, he received a, a letter about a missing check, and he mailed it off.
[CUSTOMER][NEUTRAL] I want to say about a week ago or maybe half a week. I'm, I'm not quite sure when he mailed it. I'm just calling to make sure you guys received it.
[AGENT][NEUTRAL] OK, I'm so sorry. What was your first name again, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And [PII], what was the last name?
[CUSTOMER][NEUTRAL] [PII] then.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], uh-huh.
[AGENT][NEUTRAL] Thank you. And Miss [PII], you said that you're calling in regards to your, uh, someone else's policy, is that correct?
[CUSTOMER][NEUTRAL] [PII], he no longer has um a policy. He only has dental now, but he received a letter where he was supposed to receive um one of the checks while he had the medical policy last year.
[CUSTOMER][NEGATIVE] And um it got audited that it was never cashed so he responded to the letter and marked that he never received it and faxed it back to you guys. So I'm just calling to see if it was received.
[AGENT][NEUTRAL] OK, so Ms. [PII]
[CUSTOMER][NEUTRAL] Cause it's been a couple of weeks so.
[AGENT][POSITIVE] Yes, ma'am. First off, what is a good callback number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the policy number that you're calling about?
[CUSTOMER][NEUTRAL] Oh, I, I don't know what the policy number would have been. Like I said, you know what.
[AGENT][NEUTRAL] OK. So Miss [PII], first off, OK, so you're calling on behalf, is this, um, what relationship are you to Mr. [PII]?
[CUSTOMER][NEUTRAL] I'm his daughter and power of attorney and there should be a third party authorization form on file unless you no longer see it because you no longer have a medical policy.
[AGENT][NEUTRAL] OK, so I will need to be able to look up his information first. Do you have his full social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So you're calling to verify if we received the information back that he submitted, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So yes, ma'am, I can help with this, but give me just one moment. I'll need to locate his policy information first because I'll have to verify several things with you for security. So just a moment please.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK, and I wanna make sure that I heard his social correct.
[AGENT][NEUTRAL] Oh, I, that I'm sorry, [PII]. Is that correct?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and which policy was this information that we sent to him regarding?
[CUSTOMER][NEUTRAL] It doesn't say, it just, it was a letter from American Public Life.
[CUSTOMER][NEUTRAL] About um
[CUSTOMER][NEUTRAL] You know that that there was information audited and they found that there was a check that wasn't cash from when, from when they sent it. And I'm assuming it was for his medical policy. I don't know what it's called. It's not like a regular medical policy, but like
[CUSTOMER][NEUTRAL] It's a, is a subsidy? No, no, no, it's not even that. It's where like um
[AGENT][NEUTRAL] OK, so first.
[CUSTOMER][NEUTRAL] Yeah, sorry.
[AGENT][NEUTRAL] Well, let's go ahead and just try to verify his information first. So first off, Miss [PII], what, what is his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the home mailing address for him please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then the phone number that we would have on file, well actually the number that we have is for you and then the last thing would be the email address on file.
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, give me just a moment because I'm looking to see if we have this authorization on file, so bear with me just a moment.
[CUSTOMER][NEGATIVE] You guys don't have the power of attorney on file because that just got done recently, but there should have been a third party form or release of information form that is on record.
[AGENT][NEUTRAL] Yes, ma'am. I'm looking to see if that, if we have that. I'm not seeing that as of yet, but that is what I'm looking for.
[AGENT][NEUTRAL] OK, so like that, I do not see a third party authorization on file.
[AGENT][NEUTRAL] Now, if you, you said that you now have power of attorney, is that correct?
[CUSTOMER][NEUTRAL] Yes, but is it possible since um his account got terminated you guys just don't have it anymore?
[AGENT][NEUTRAL] So you can
[AGENT][NEUTRAL] No, ma'am. That's not something that would not um be on file any longer. We would still have record of that being received.
[AGENT][NEUTRAL] The fact that the, yeah, that doesn't have anything. Yes, ma'am. That wouldn't affect that.
[CUSTOMER][POSITIVE] OK. That's good.
[AGENT][NEUTRAL] So I can give you the email address that you can email the power of attorney to.
[AGENT][NEUTRAL] So that we can place that on record to be able to provide you information but at this time I can't, I cannot provide any information to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No. OK, what's the email?
[AGENT][NEUTRAL] OK, so the email address would be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So again, that's [PII].
[CUSTOMER][NEUTRAL] OK, I'll just I'll.
[AGENT][NEUTRAL] And you can you can you can send that and you can also ask for a call back regarding.
[AGENT][NEUTRAL] This information once that has been processed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Cause that will, well, you're very welcome. So is there anything else that I can help you with at the moment?
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][POSITIVE] No, that's it. I'm sorry I have a call coming in. Thank you.
[AGENT][POSITIVE] OK. Well, you're welcome and thank you again for calling APL. I hope you have a nice weekend.