AccountId: 011433970860
ContactId: 68bd8520-3fdd-40d9-9e3d-f810c01ed190
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316160 ms
Total Talk Time (AGENT): 82800 ms
Total Talk Time (CUSTOMER): 212490 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/68bd8520-3fdd-40d9-9e3d-f810c01ed190_20250128T21:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a Ms. [PII] on the line. Uh, she is the daughter of the insured [PII] up on policy number 756.
[CUSTOMER][NEUTRAL] 36
[CUSTOMER][NEUTRAL] Now I see in the notes she spoke to [PII] earlier today and [PII] told her we need the power of attorney papers, but she's calling back saying that we couldn't find the policy and we needed her mother's social.
[CUSTOMER][NEUTRAL] And she's wanting to know if this policy has cash value.
[AGENT][NEUTRAL] Uh, is the insured still alive?
[CUSTOMER][NEUTRAL] Yep she says she's in a nurse in home mm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And it's her daughter [PII] on the phone.
[AGENT][NEUTRAL] Yeah, that's a cancer policy, yeah.
[CUSTOMER][NEUTRAL] Mhm. But those don't build cash value, do they?
[AGENT][NEUTRAL] I will let her know.
[AGENT][NEUTRAL] No, uh uh. Only a whole life does, but I'll let her know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. OK. All right. Here she comes. One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes Miss [PII], I have Miss [PII] on the line. She's gonna further assist you, but I do see in the notes where you spoke to a representative earlier as you stated, and you still need to make sure you get those power of attorney papers over to us, OK?
[CUSTOMER][NEUTRAL] OK, they tell me that.
[CUSTOMER][POSITIVE] That they can fax it to you. Oh, the financial adviser said that they can uh fax it over to you. OK, alright, well Ms. [PII] is gonna assist you with your question about cash value, OK? OK, thank you. Uh-huh, have a great day. Take care. You too.
[AGENT][NEUTRAL] Good afternoon, Miss [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm doing pretty good.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Um, I was telling, I was telling her that we had to put my mother in the nursing home because they had spent over $100,000 on around the clock sitters and they couldn't any longer afford it. And they had to go to the nursing home and the financial advisor called and said they needed
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A cash value on this cause we had called all the other places that she had stuff and we, we thought, well, whenever they get on Medicaid, we'll cancel this policy. Well, when I told the financial advisor that today, they said they have to know the cash value. I didn't even know a cancer policy had a cash value.
[AGENT][NEGATIVE] It does not. No.
[AGENT][NEUTRAL] She, she's probably seeing that our name is American Public Life and thinking it's a life policy, a whole life policy would have cash value, but um it's a cancer policy so no it doesn't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. I, I, I have a cancel policy and there's no kind of cash value to it. OK, I think, I think that's all I need, but if they need something else like stating that there's no cash value, she has the power of attorney there. I don't have a fax machine. Would they need to fax you the power of attorney for you to release it to me?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, yes.
[AGENT][POSITIVE] Yes ma'am, uh we can send you something in writing then.
[CUSTOMER][NEUTRAL] Oh, could you, could you
[CUSTOMER][NEUTRAL] OK. Now, I live in [PII] and I'll be going back to [PII] next week. Can you fax it to my mother's address?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I believe we can.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] OK, um, it's the same address y'all have on file. It's just that I'm afraid I'll be up there and y'all send it to [PII] to me.
[AGENT][NEUTRAL] Right. Does she have a fax machine or?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we would if we if you want us to fax it we would have to fax it to her.
[AGENT][NEUTRAL] Her fax machine. So if she doesn't have a fax machine, we would have to mail it.
[AGENT][NEUTRAL] Or email it to her.
[CUSTOMER][NEUTRAL] Yes, ma'am. If you can mail it, um, probably better to, to mail it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause, uh, she has a phone but she doesn't do the email.
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, let me call them and tell them there's no cash value, but you wouldn't be able to go ahead and mail something to her address stating that, would you?
[CUSTOMER][NEUTRAL] Since it's not coming to me, it's going to her house.
[AGENT][NEUTRAL] Uh, yes, ma'am. I can.
[CUSTOMER][NEUTRAL] She's got the same PO box.
[AGENT][NEUTRAL] Mhm. Yes, ma'am. I'll, I'll get that out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you'll, you'll mail something to [PII] at her address stating there's no cash value.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] OK, so then I don't need to call for the power of attorney or anything like that then since you're sending that to my mother.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, uh-huh, that's good.
[CUSTOMER][NEUTRAL] OK, how long would it be before you can mail that out?
[AGENT][NEUTRAL] Uh, I have to order the, the letter, so it should go out in the mail probably tomorrow.
[CUSTOMER][POSITIVE] Oh, Ms. [PII], thank you so very much.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today, or?
[CUSTOMER][POSITIVE] That's all, and I thank you so much.
[AGENT][POSITIVE] Alright, well thank you for calling APL and you have a wonderful day, Miss [PII].
[CUSTOMER][NEUTRAL] OK. All right, bye-bye.
[AGENT][NEUTRAL] Mhm