AccountId: 011433970860
ContactId: 5dbd7421-7888-4a9b-a3d7-64625a759b77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 898940 ms
Total Talk Time (AGENT): 410389 ms
Total Talk Time (CUSTOMER): 318477 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/5dbd7421-7888-4a9b-a3d7-64625a759b77_20250422T17:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I've got a gentleman on the phone. His name is [PII]. He is calling about policy number 82973 [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] He's calling to get information about this policy he said he sent in the POA and he did receive confirmation that the POA was received, but I'm not showing that he's been added to the policy as POA, so he needs to speak to somebody because he said that he's going to be very upset if nobody will talk to him today because he has confirmation.
[AGENT][NEUTRAL] Confirmation don't mean anything anything and still has to go through legal, but I'll explain it to him.
[AGENT][NEUTRAL] What was his name again?
[CUSTOMER][NEUTRAL] OK, OK, thank you. His name is [PII], and let me give you his callback number.
[AGENT][NEUTRAL] We'll just call back.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's it called?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. You can send him through. Thank you.
[CUSTOMER][POSITIVE] All right, thanks [PII]. OK.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Good afternoon, Mr. [PII]. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][POSITIVE] Hi [PII], I'm doing well.
[AGENT][NEUTRAL] I've got the information pulled up for Ms. [PII] and the representative that transferred you stated you were inquiring about the status of the POA.
[CUSTOMER][NEUTRAL] Well, I got an email this morning saying that it finally uh went through.
[AGENT][NEUTRAL] Oh, you did get a confirmation that everything was approved?
[CUSTOMER][NEUTRAL] Yes, from the
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] What's it called the care something email account.
[AGENT][NEUTRAL] OK, that, that's an acknowledgment email. That's just letting you know that we got it. Um, OK, so we.
[CUSTOMER][NEUTRAL] No, no, ma'am, no ma'am, no ma'am, this has been going on for a month. I spent hours going back and forth and the email says good morning your POA has been approved.
[CUSTOMER][NEUTRAL] They asked for much information. I provided everything they needed, and this says it has been approved. That was as of 4 hours ago.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me check and see what's going on because normally when we do get a POA it does go through legal and legal approves it and we do send confirmation once it is approved. um, let me check because the representative that's working on it.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Believe me, Legal has been involved. Legal had tons of questions. Legal asked me for all kinds of information and I provided everything and now they say it's been approved.
[AGENT][NEUTRAL] OK, and I'm checking with the representative, Mr. [PII], so just bear with me one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] What specific information are you needing for the policy, Mr. [PII]?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Her mind is gone and I am managing her finances and there is a $78 ACH debit which hits her account every month and when I saw that I said hmm OK, I gotta find out what this is for. Does she have some kind of insurance policy um.
[CUSTOMER][NEGATIVE] How will I go about filing a claim when you know the policy should be activated or whatever and so I know nothing. I don't know what kind of insurance account this is and because I'm managing all of her finances, that's what I need to know.
[AGENT][NEUTRAL] So you wanna know what type of policy it is and if you can file any claims on the policy, correct?
[CUSTOMER][NEUTRAL] Well, first of all, what kind of policy is it? If it, it's a, if it's a life insurance policy, then we need to know who the beneficiaries are, how to file a claim when she passes, etc. uh, if it's some other kind of insurance that would change the answer.
[AGENT][NEUTRAL] OK, understood. Um, OK, so I apologize for the confusion on everything, um.
[AGENT][NEUTRAL] What I'm gonna do is go ahead and release to you what type of policy it is. I can't give you any more information besides that because she's stating that she didn't mean to send you that email. It was an error. She's stating that the POA that you sent is scale, um, and she needs an affidavit filled out before we can proceed. And the only reason that we would need that affida to fill out is if once I tell you what it is, you decide you don't want it.
[CUSTOMER][NEUTRAL] Email
[AGENT][NEUTRAL] And you want to cancel it, then we we, we would need you to do that. If you don't want to go that route, Ms. [PII] can cancel it as well. I do understand that you said she's not in a state to do so, but if you could at least get a letter typed up and have her sign it if she's wanting to cancel, um.
[AGENT][NEUTRAL] It to cancel the policy, we can do that, do it that way without you having to do the affidavit. And I do apologize, Mr. [PII]. Um, there is a representative that was working on it. She does have notes on here. Uh she just didn't notate that she inadvertently sent you that email. She was working two policies at the same time. But she did say I can go ahead and release to you what type of policy it is. It's not a life policy. It's a cancer policy.
[AGENT][NEGATIVE] It's a supplemental cancer.
[AGENT][NEUTRAL] Are you still with me, Mr. [PII]?
[CUSTOMER][NEUTRAL] From there yeah.
[CUSTOMER][NEUTRAL] Yeah, I'm writing this down.
[AGENT][POSITIVE] And so basically, the cancer policy pays in the event that she gets a cancer-related illness and seeks medical attention. It helps alleviate some of the medical expenses she incurs from that cancer illness.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, I'm gonna have to give out some.
[CUSTOMER][NEUTRAL] Thought, um,
[CUSTOMER][NEUTRAL] So she's paying $78 a month.
[AGENT][NEUTRAL] Now, if she
[AGENT][NEUTRAL] Has she had a diagnosis or anything? Like, has she had any kind of cancer?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I don't think so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I was just gonna say if she did, she could, you could file claims on her behalf.
[CUSTOMER][NEUTRAL] I mean she's
[CUSTOMER][NEUTRAL] Yeah, I mean, she's in a nursing home and
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEGATIVE] If she got cancer, I don't know what they would even do, but.
[CUSTOMER][NEUTRAL] Anyway, um, so.
[CUSTOMER][NEUTRAL] The does the policy basically remain in effect as long as it's uh the monthly amounts paid?
[AGENT][NEUTRAL] Yes, as long as the premiums are paid, it's gonna remain in effect. There's not a statute of limitations on when claims can be filed, and there's not an age limit on it.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I mean with
[AGENT][NEUTRAL] And like I
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] With the Medicaid coverage that she has.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It seems like basically everything gets paid for. I mean, she's stayed in the hospital for a week or two and didn't have to pay anything. So I can't imagine that she had cancer, it would be any different.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] She's probably wasting her money with this at this point, but.
[CUSTOMER][NEUTRAL] I need to talk to my two sisters and um decide if we should cancel the policy or not.
[AGENT][NEUTRAL] OK, well, like I said, if it's something you wanna do, um, if you can write something out and have her sign it, we can cancel it that way. If not, we can go ahead and email you the affiative.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, because we would need that filled out since you are the POA in order to cancel it for your request.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Let me write this down.
[CUSTOMER][NEUTRAL] So the affidavit is something that.
[CUSTOMER][NEUTRAL] That care team email could send me.
[AGENT][NEUTRAL] Yes, it's gonna be.
[CUSTOMER][NEUTRAL] If I choose to go that route.
[AGENT][NEUTRAL] Yes sir, actually what I can go ahead and do since the representative in our customer service team is working on your policy information, I can go ahead and get her to email it to you. Um, it will be on behalf of the care team the way we send our information out is on the behalf of the care team and you can send it back to the care team and we'll, it'll come back to us to the correct department for us to process.
[AGENT][NEUTRAL] If you wanna go ahead and get that started while you, we can go ahead and send you everything while you discuss the affairs with your siblings.
[AGENT][NEUTRAL] And the only reason why we're
[CUSTOMER][NEUTRAL] And the other option is to.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] I was just gonna say the only reason why we're having to do it this way is because she said the POA was scale.
[AGENT][NEUTRAL] And that usually means that.
[CUSTOMER][NEGATIVE] What does stale me.
[AGENT][NEUTRAL] POA is usually assigned for designated time period and if it's too old of a POA, it's considered stale.
[AGENT][NEUTRAL] By our legal department. So it's not valid because of the date frame on it.
[CUSTOMER][NEGATIVE] Uh, that's pretty ridiculous. It, it worked for her investment company which is holding a huge amount of money and.
[CUSTOMER][NEUTRAL] Their legal department had no problem with it. So anyway, but knowing what kindness is, um, there's a good chance. So the other option is to type up a letter and basically give her policy number and name and say please cancel the policy.
[AGENT][NEUTRAL] Yes, and her signature. She needs to sign off on it and you can email it or fax it back to us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can give you our fax number. Do you have it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I would probably just use that care team email.
[AGENT][NEUTRAL] OK, that's fine you can do that as well and you will get confirmation that we've got it and we do confirm that we've canceled it and once it's canceled, we do send a confirmation letter. Do you guys still have access to her home address?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEGATIVE] We're paying a person to pick up her mail, yes, and pay bills.
[AGENT][NEUTRAL] Oh, OK, OK, so as long as you still have access to the address that we have on file, that's where the letter will go to as far as confirmation of cancellation. And if you can get back with us before the [PII] of this month, we can cancel it before it drafts again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, or, so basically around the [PII] of each month is the deadline.
[AGENT][NEUTRAL] Yes, it, it will come out on the [PII], and I think it takes 2 to 3 business days to clear the bank account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um,
[CUSTOMER][NEUTRAL] Well, that at least tells me enough to try to make an intelligent decision. Um, so, can you tell me basically, if she were to get cancer in the nursing home and then have to go in the hospital or something like this, what kind of supplemental expenses and how much would this policy pay?
[AGENT][NEUTRAL] She has a daily hospital benefit and a chemo, um.
[AGENT][NEUTRAL] I can't give you the exact amounts because of the POA not being valid, but
[AGENT][NEUTRAL] What I can tell you is that if we can.
[AGENT][NEUTRAL] I tell you what, the daily hospital benefit will be 220. Now, I don't know if that's for a certain amount of days, and her chemo is 10,000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if you're wanting more details on how that's paid, I can tra I won't be able to transfer you until we get a valid POA on that or that affidavit because the claims department is not gonna discuss the details with you on it, but that's just.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What her base benefits are. I don't know if that's for a full 30 days or how long that time period. And even though she has other insurance, we still oblige what's payable in the policy regardless of other carriers. So even if they paid in full, she would still be able to get this.
[AGENT][NEUTRAL] As long as we, we got the claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yeah, that's good to know.
[CUSTOMER][NEUTRAL] OK, I can't think of any other questions.
[CUSTOMER][POSITIVE] So, uh, thank you for that information and we'll make a decision and take one of those forms of action.
[AGENT][NEUTRAL] OK, do you want me to go ahead and get her to just make to send you the affidavit just in case you decide maybe that she wants to keep her, you guys come to the conclusion that way we can get that squared away and there won't be no future issues of you contacting us.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK. I'll go ahead and get that information um set up for you and get sent to you. And I'm also gonna notate our conversation, Mr. [PII] of what all we discussed and what you potentially might be doing. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No, that'll be it thank you.
[AGENT][POSITIVE] Thank you, Mr. [PII] for calling APL and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you bye.