AccountId: 011433970860
ContactId: 5f12d273-8879-45af-a5b3-900955eb1dcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 483399 ms
Total Talk Time (AGENT): 105707 ms
Total Talk Time (CUSTOMER): 162846 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/5f12d273-8879-45af-a5b3-900955eb1dcf_20250522T18:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, uh, I had a question concerning, uh, policy number 00131493.
[AGENT][NEUTRAL] May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, my name is [PII], and the callback number is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] The policy number is 00131493. Is that all the numbers?
[CUSTOMER][POSITIVE] That's it, correct.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] What's the name on the account?
[CUSTOMER][NEUTRAL] It's [PII]. I'm her son. We had submitted a power of attorney, uh, request. I just was calling to see if that had been approved.
[AGENT][NEUTRAL] OK. Let me check the documents. One moment.
[AGENT][NEUTRAL] OK, do you mind holding for me? I'm just gonna check with customer service, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. Um, how long ago did you send that power of attorney and how was it sent?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It might have been emailed uh I have to go back and look. I'm not for sure.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] Yeah, because
[CUSTOMER][NEUTRAL] They called the other day, I think they said it was, let me see, it might have been.
[CUSTOMER][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] I don't know. I may have you mixed up with a different company.
[CUSTOMER][NEUTRAL] Where do I need to send it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, you can email it to care team.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Uh, the letter [PII].
[AGENT][POSITIVE] Oh, I see. Yes. Correct, yes.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I just a second I it.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] Recognize that.
[CUSTOMER][NEUTRAL] Address, I, I'm, I'm sorry and I apologize. My parents had this situation happen and all this is kind of all of their business I've had to figure out in the last.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, it's OK.
[CUSTOMER][NEUTRAL] Couple of weeks 2 a.m. public uh, yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now I guess I didn't. I was, I mean I got that mixed up with American, um, amicable. um, may I ask you this, is there any way that you can send to the address of record a copy of the policy?
[AGENT][NEUTRAL] I can only send it if the main holder request it since you're not authorized on this account, I'm not gonna be able to do any changes, any requests or anything on the policy just yet.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, well, no I understand. I thought we'd already had one in place or in works they're getting it done. I'll just, is there a place that I can fax or mail it?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yes, you can fax it or mail it on the fax number is [PII].
[AGENT][NEUTRAL] The mailing address is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. Yes. [PII].
[CUSTOMER][POSITIVE] Oh, I know why, I know why I recognized it. I did. We called the other day and I got it. My sister, I think she faxed it this morning they probably just got it this morning.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh, OK, so.
[CUSTOMER][POSITIVE] That's what the deal is, and I apologize. I've got they had like 3 or 43 different cancer policies and all these other little anyway they're just kind of running together for me right now. So, OK, we're, we're fine. Well, we got that sent and as soon as we get an approval on it we'll call back and try to get the information we need so.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, no problem. You're welcome. No, it's OK. Have a good day. No problem. Bye-bye. Bye.
[CUSTOMER][POSITIVE] All right, thank you. I, my apologies. Thank you. Bye bye.
[CUSTOMER][POSITIVE] Good thanks.
[AGENT][NEUTRAL] Yeah.