AccountId: 011433970860
ContactId: 764e0d58-102f-479f-be6e-eb866ce32f41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219850 ms
Total Talk Time (AGENT): 37777 ms
Total Talk Time (CUSTOMER): 123553 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/764e0d58-102f-479f-be6e-eb866ce32f41_20250611T19:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] [PII], hi, I am a um um um what do you call it?
[CUSTOMER][NEUTRAL] Well anyway it's this is regarding uh the the account for [PII] and her policy number is 007076525.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEGATIVE] [PII] and I'm her brother-in-law and uh what I'm trying to tell you is I'm powerful attorney for temporarily because she had an accident and uh she's been in rehab so I missed, yeah, I didn't pay the bill last month or whenever I just noticed that because I don't pick up her mail about once every 2 or 3 weeks so I just got this notice that it was past due and then I see where it was hidden besides something else so I didn't get it out to you.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] So I'll as soon as I get back home I'll uh write a check and get it out tomorrow. I just wanted you know don't close the account.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, I'm looking at the wrong info.
[CUSTOMER][NEUTRAL] You see that?
[AGENT][NEUTRAL] Me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] I don't show any history of uh power of attorney information so I can't really give information to you. Go ahead.
[CUSTOMER][NEUTRAL] Oh no, it's
[CUSTOMER][NEGATIVE] No, you don't have to give me information. uh, yeah, that's not been filed or anything like that, so, uh, I'm just paying their bills right now and everything, so that's, that's all it is, and it's just, uh, I just wanna call and let you know that I will get it out tomorrow to check but I wanted to mention this when I received this second letter which was uh regarding it being late.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] They didn't, they did not put an amount that was due on that particular one, so I fortunately went back in my files and I found that I carry it with me whenever I come and I found it that it's uh $54 it looks like.
[CUSTOMER][NEUTRAL] Can you tell me that to confirm it?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, then I'll get you a check out tomorrow and that's what the check is gonna be for is $54 and I wish they would have put it on the second letter because it would have helped me with took a little, took me a little while just to find this other one, but I did find it, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I see it was late so I apologize, but I will get it out tomorrow.
[AGENT][POSITIVE] OK, uh thank you.
[CUSTOMER][NEUTRAL] Just, just put a note on there and that's all I'm saying, OK.
[AGENT][NEUTRAL] I will. Yes, sir.
[CUSTOMER][POSITIVE] All right. Thank you very much. You have a good day.
[AGENT][POSITIVE] Alright, you too, Mr. [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Sure, bye.