AccountId: 011433970860
ContactId: 54a0627d-de0e-41bd-9db6-98ac5287a15d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255059 ms
Total Talk Time (AGENT): 110450 ms
Total Talk Time (CUSTOMER): 107629 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/54a0627d-de0e-41bd-9db6-98ac5287a15d_20250217T13:56_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Um, I've taken over some of my mom's finances. She's [PII], and I see a deduction on her checking account from American Public.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] Insurance
[CUSTOMER][NEUTRAL] I was I don't have a policy number. I just was wondering what it is is it uh her supplemental medical or if y'all could tell me?
[AGENT][POSITIVE] Well, I can certainly see if we have authorization and I'd be happy to assist you, Ms. [PII]. What is a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and I can look up her policy by her social if that's OK.
[CUSTOMER][NEUTRAL] Yes ma'am let me.
[CUSTOMER][NEUTRAL] Get a picture of her.
[CUSTOMER][NEUTRAL] I know it ends in [PII]. Let me get the whole thing hold on sorry.
[AGENT][POSITIVE] All right. Take your time. Thank you.
[CUSTOMER][NEUTRAL] OK, that's not it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your mom's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you mind verifying her date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And she's at [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I am checking on that. Um, I don't see that we have.
[AGENT][NEUTRAL] Authorization to speak with you regarding benefits or claims, but that this is a supplemental cancer policy.
[CUSTOMER][NEUTRAL] Oh, OK, how do I.
[CUSTOMER][NEUTRAL] Do I need to send somebody my the power of attorney form or what do I do?
[AGENT][NEUTRAL] Yes, ma'am. You can fax that to our customer service department or if you want to email it either way.
[CUSTOMER][NEUTRAL] I have the email. I don't have a.
[CUSTOMER][NEUTRAL] Fax machine. What's your email?
[AGENT][NEUTRAL] All right. Our email address is [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you don't mind, that is a secure um if you don't mind adding her date of birth and her address, I apologize.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we will get that placed on her policy and it will state that we have authorization to speak with you as power of attorney.
[CUSTOMER][NEUTRAL] OK, and there's 2 of us, it's me and my brother, and I'm just gonna take pictures of every page and send it to y'all. Will that be the appropriate way to go?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. That'll be fine.
[CUSTOMER][POSITIVE] OK, thank you so much I'll do that right now.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And I'm gonna put it in the notes also, Mr. [PII]. What was your last name again, please, ma'am?
[CUSTOMER][NEUTRAL] My last name is [PII]
[AGENT][NEUTRAL] All right. Just wanna make sure I've got that in the notes.
[AGENT][NEUTRAL] And then you're gonna send in the the POA papers so that we can discuss her policy.
[CUSTOMER][POSITIVE] OK, I'll do that right now. I certainly appreciate it.
[AGENT][POSITIVE] It's been such a pleasure to assist you. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, that was it thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.