AccountId: 011433970860
ContactId: 5daef633-54f1-4e59-92d6-e445cc4d208c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353089 ms
Total Talk Time (AGENT): 140661 ms
Total Talk Time (CUSTOMER): 188752 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/5daef633-54f1-4e59-92d6-e445cc4d208c_20250117T19:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm calling about, um, I have a can I give you the policy number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's 07098.
[CUSTOMER][NEUTRAL] It's for my mother-in-law and we're trying to get some stuff together um for nursing home.
[AGENT][NEUTRAL] Alright, give me just one moment to pull that up. What is her last name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me just one second to pull that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is Miss [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And her current mailing address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] All right, thank you. And what is your name?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII] I'm the daughter-in-law.
[AGENT][NEUTRAL] OK, and what is a good callback number in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. Now is Ms. [PII] available to give us permission to speak with you?
[CUSTOMER][NEUTRAL] This is a
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm, no, ma'am, no ma'am. I'm, I'm her daughter and I have power of attorneys for her.
[AGENT][NEUTRAL] OK, let me see if we have that on file.
[CUSTOMER][NEUTRAL] Probably not cause we just did that back the first part of this year.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] She's in the nursing home. She's in the nursing, yeah, we, she had to go in the nursing home day before yesterday.
[AGENT][NEUTRAL] Oh yeah, I understand. That's, that's hard, isn't it?
[CUSTOMER][NEGATIVE] This is a nightmare and they're asking for all of these all of these.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Information.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] They want the, uh, they want everything, don't they?
[CUSTOMER][NEUTRAL] we can't
[CUSTOMER][NEUTRAL] What would you
[CUSTOMER][NEUTRAL] Oh did they, we just, uh, we're at a loss, I'll be honest with you, but we need a, I don't know if they wanna uh up we don't have an updated policy. We're going through the papers and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We're finding them back in [PII] and [PII] and.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, yeah, this is in the old policy as well. Now, unfortunately, without her permission or without the
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Power of attorney papers on file. I'm not able to speak with you regarding the policy, but if you want to fax those POA papers to us, we can get you in the system that way when you call we'll be able to talk to you.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] I can give you a fax number to send it.
[CUSTOMER][NEUTRAL] OK. Well, I have.
[CUSTOMER][NEUTRAL] OK, I don't have access to it today, but what is that number?
[AGENT][NEUTRAL] It's 877.
[AGENT][NEUTRAL] 807.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0911 and that goes to our.
[AGENT][NEUTRAL] Uh, customer service department.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And they will put it in the system that you have power of attorney and we can speak to you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, um, you can, I mean, we're looking at the bank statement and I think they're drafting like 149 something a month. I mean, do you have the amount there? Am I close to that, [PII], what does it say on that?
[CUSTOMER][NEUTRAL] 149.
[CUSTOMER][NEUTRAL] 1 149 that's right here 14023.
[AGENT][NEUTRAL] I can tell you that, I mean, I can't give you specifics, but yes, ma'am.
[CUSTOMER][NEUTRAL] Am I close? Am I close?
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, let, I let me just.
[AGENT][NEUTRAL] I'm walking a fine line here.
[CUSTOMER][POSITIVE] I know, and I, and I understand and I appreciate you. One is this, is this policy active?
[AGENT][NEUTRAL] It is, it is.
[CUSTOMER][NEUTRAL] And ongoing
[CUSTOMER][NEUTRAL] OK, alright, OK, alright, that's what I, I one thing I need to do and we'll try to fax you a copy of the POA and
[CUSTOMER][NEUTRAL] Um, let me get back with you, OK, and your name was [PII]? Uh-huh.
[AGENT][NEUTRAL] Yeah, let me ask you, it is, and what is your name so I can put it you you've got the power of attorney?
[CUSTOMER][NEUTRAL] No, no, no. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your callback number, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm putting that in the um notes just in case if they need to contact you once we receive that POA.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] OK, I appreciate you, mhm.
[AGENT][POSITIVE] And we'll be, well, I appreciate it and I'm so sorry I couldn't discuss that information with you, but we do try to protect everyone's information, so.
[CUSTOMER][POSITIVE] Uh, I understand, I understand, and I, and I, I think you're doing the right thing.
[AGENT][NEUTRAL] Yes, you have to be careful these days.
[CUSTOMER][NEUTRAL] So, all right.
[CUSTOMER][NEUTRAL] I understand. I do understand, yes, ma'am. Well, you listen.
[AGENT][POSITIVE] But yes, ma'am. Get that to us so we can help you, OK?
[CUSTOMER][POSITIVE] I will thank you very much.
[AGENT][POSITIVE] And thank you for calling APO Y'all stay warm.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK, this is mymy stuff now and then it saw all the papers that was gonna cause the issue because where they bought [PII]'s part out of [PII]'s daughter and it says [PII] and [PII].
[AGENT][NEUTRAL] Mm