AccountId: 011433970860
ContactId: 557d4a30-c152-485f-9856-c3ac289c6494
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 583809 ms
Total Talk Time (AGENT): 194591 ms
Total Talk Time (CUSTOMER): 225376 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/557d4a30-c152-485f-9856-c3ac289c6494_20250204T16:51_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, I had called last week. Uh, we had to put my [PII] mother in the nursing home and they've applied for Medicaid, but they had to have a letter from y'all stating that the cancer policy does not have any cash value. And I was told last week they were gonna put it in the mail the next day and we've still never seen it, and I mean we, we can't afford to pay the $4000 something dollars.
[CUSTOMER][NEUTRAL] nursing home, you know, charge every month.
[AGENT][NEUTRAL] OK. Uh, let me get some information and I'll check on this information for you to see if that letter has been mailed out. Uh, what is your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And I have power of attorney, but since I don't, cannot fax anything, they told me that they can send that letter to mama and her name to her post office box without, you know, having to have something like that since it's going to her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is your, what is a good telephone number from for you in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what is your mother's policy number?
[CUSTOMER][NEUTRAL] It is 75636.
[AGENT][NEUTRAL] 75636.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what is her name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have her date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And, and what is your name?
[AGENT][POSITIVE] My name is [PII]. Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So what is your mother's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that is not what I have in our system.
[AGENT][NEUTRAL] Um, give me a few more minutes here. Let me, do you know her social security number by any chance?
[CUSTOMER][NEUTRAL] You, you need
[CUSTOMER][NEUTRAL] Yes, ma'am, [PII]. It could be on last name [PII] because my father had passed away, then she remarried years later and it was changed to [PII]. So it's possible.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, that's fine. I found her in our system. uh, give me just a few minutes and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna review your file and see what we have. Give me one minute here.
[CUSTOMER][NEUTRAL] OK, it may be [PII] that I had talked to last time.
[AGENT][NEUTRAL] Yes, I have that down. So give me just a few minutes. I'm looking to see if that letter has been mailed out. Uh, what is your mother's, uh, mailing address?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. Give me a few more minutes, Ms. [PII]. um, I'm gonna review and see what if that letter has been mailed out.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what type of letter were you needing?
[CUSTOMER][NEUTRAL] The, uh, they said they need something stating that there is no cash value. I couldn't believe they're asking for cash value on a cancer policy, but I guess because, uh, the draft is coming out from the bank at American Life and American uh public life insurance, and they're thinking, you know, prove that it's not life insurance and it's cancer with no cash value.
[AGENT][NEUTRAL] That there was
[AGENT][NEUTRAL] OK, give me one minute. I'm, I'm still reviewing and I'm communicating with um.
[AGENT][POSITIVE] [PII], um, so give me just a, you're welcome. Give me a few minutes.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get her to respond.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She's still reviewing. Give me a few more minutes.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] You're OK. You can answer that. I'm still on hold waiting.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That will be, you know
[CUSTOMER][NEUTRAL] We'll send out that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right then.
[CUSTOMER][NEUTRAL] it down.
[CUSTOMER][NEUTRAL] for several days.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so there's no other number that I need to call and.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And you know
[CUSTOMER][NEUTRAL] When we put in the request and like I said, you know, I'll put the group in.
[CUSTOMER][NEUTRAL] receive
[CUSTOMER][POSITIVE] OK, ma'am, I'm sorry, I'll be right back with you.
[AGENT][NEUTRAL] No, OK, OK.
[CUSTOMER][POSITIVE] Yes ma'am, I've got someone else on hold so I appreciate the information.
[CUSTOMER][NEUTRAL] you know
[CUSTOMER][POSITIVE] All right you too bye bye.
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] OK, you're fine. I, I, I apologize. I am talking to [PII] and she said that um she is having to get this um
[AGENT][NEUTRAL] The supervisor has to approve that letter before it's mailed out, so it has not been mailed out. She said that she will um get it uh to the supervisor, I mean, have the supervisor to expedite it, um.
[CUSTOMER][NEUTRAL] Yes ma'am, because that's been about a week ago that I called.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] And she just said I'll mail tomorrow.
[AGENT][NEUTRAL] I will
[AGENT][POSITIVE] Yeah, yeah, she has to have them to approve it, um.
[AGENT][NEUTRAL] And uh
[AGENT][NEUTRAL] And but she said that she'll have the supervisor to expedite it, um, and I'll keep a note, make a note to continue to get with her to make sure um that this gets mailed out, um, you know, as soon as possible. Um, I would recommend trying back Friday, this Friday and uh and just verify if it has been mailed out.
[CUSTOMER][NEGATIVE] OK, I mean all it was is just a letter stating there's no cash value.
[AGENT][NEUTRAL] I understand, but before we can mail out letters like that, uh, we have, she will have to have the, the supervisor to review that letter and approve it before it gets mailed out.
[CUSTOMER][POSITIVE] OK, thank you so much for your trouble.
[AGENT][POSITIVE] My pleasure. I'm, I'm sorry for the delay, Ms. [PII], but I, and I, and I'll keep an eye on this and continue to call her so that we, you know, to get this out. But I recommend calling back Friday and if you would like, you can ask for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She's the one that that letter is supposed to mail to.
[CUSTOMER][POSITIVE] OK, thank you so much [PII] I appreciate.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][POSITIVE] You're welcome. My you have anything else I can help you out with, Ms. [PII]?
[CUSTOMER][POSITIVE] That's all, but thank you so much.
[AGENT][POSITIVE] My pleasure. You have a wonderful day, Ms. [PII], and thank you for calling American Pub Life. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Right yeah.