AccountId: 011433970860
ContactId: 65bd3c71-cf2d-498b-baf5-b589ffa01e77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185100 ms
Total Talk Time (AGENT): 82803 ms
Total Talk Time (CUSTOMER): 67249 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/65bd3c71-cf2d-498b-baf5-b589ffa01e77_20250521T21:12_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] Yes, [PII], uh, I was trying to find out we're that need to send a POA uh power of attorney for an account.
[AGENT][NEUTRAL] OK. You, you want to know how to send it?
[CUSTOMER][POSITIVE] For, for approval, yeah.
[CUSTOMER][NEUTRAL] Yeah, where do you want us, where do you want them to go to our fax and and address if possible.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So fax is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me read it back to you [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so that's the fact, you can.
[CUSTOMER][NEUTRAL] OK. The address.
[AGENT][NEUTRAL] You can email it or mail it as well. You want both of those too?
[CUSTOMER][NEUTRAL] Yeah, sure, I, I need a contact I can get from them, yeah, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the email is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[AGENT][NEUTRAL] Yeah, and then the um mailing address, it will be to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], and the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, uh, what do we need to send with it other than the actual executed document?
[AGENT][NEUTRAL] Oh, that's all, just the power of attorney.
[CUSTOMER][NEUTRAL] OK, just I mean a reference to the account number and.
[CUSTOMER][NEUTRAL] Who it is, yeah, so.
[CUSTOMER][NEUTRAL] Um, OK, didn't know if it needed any other information, yeah.
[AGENT][NEUTRAL] Oh, no, sir, um, there's no other information that's needed. It'll, we'll be able to see whoever the insured is, um, on the form and and search for it that way.
[CUSTOMER][NEUTRAL] Oh, OK, but there's there's not a form or any of your special documents or anything to fill out for that.
[AGENT][NEUTRAL] Um, not for us. Um, once we receive the power of attorney, we'll go ahead and send it over to legal, um, so that we can put whoever is listed, you know, on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, sounds good. Thank you very much. I appreciate your help.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That's it, thank you.
[AGENT][POSITIVE] All right, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.