AccountId: 011433970860
ContactId: 7b6c9dee-c0c7-4d79-8959-aa78d41bf0b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 770739 ms
Total Talk Time (AGENT): 400148 ms
Total Talk Time (CUSTOMER): 382661 ms
Interruptions: 6
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/7b6c9dee-c0c7-4d79-8959-aa78d41bf0b7_20250523T14:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], uh, my name is [PII]. Uh, I'm calling and would, would it would be best to give you a policy number so you can kind of pull me up.
[AGENT][NEUTRAL] OK, well, yes, I will need that, Mr. [PII]. What is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. And now your policy number, please?
[CUSTOMER][NEUTRAL] It is 01440480.
[AGENT][NEUTRAL] OK, Mr. [PII]. Thank you. So give me a moment, please, to get your information pulled up. Then I will have to verify several things with you first. OK, I may have misheard something. Alright, give me just a moment.
[CUSTOMER][NEUTRAL] That'd be fine.
[AGENT][NEUTRAL] You said 01440480. Was that correct?
[CUSTOMER][POSITIVE] Correct. That's correct.
[AGENT][NEUTRAL] OK, so there's something off about that number, Mr. [PII]. That's not pulling your information up. Give me just a moment.
[CUSTOMER][NEUTRAL] Alright, one second.
[AGENT][NEUTRAL] All right. What is your full, I was gonna say, if you'll give me your full social, if the policy is in your name, I can.
[CUSTOMER][NEUTRAL] One second, let me see.
[CUSTOMER][NEUTRAL] Well, the, the
[AGENT][NEUTRAL] Locate, see if I can locate it that way.
[CUSTOMER][NEUTRAL] Let, let me, uh,
[CUSTOMER][NEUTRAL] Let, let me, uh,
[CUSTOMER][NEUTRAL] Let me get that social for you. I, my, my mind's not real good. Uh, the social is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, Mr. [PII], thank you. Give me a moment to see if I can locate your information with your social.
[CUSTOMER][NEUTRAL] OK, I was gonna look again, uh, the, let me see if I wrote it down right. Uh, policy number is is stated is 01440480. That's, that's on this paper. Now we're talking about paper this, this paper we got this paper in [PII], so are we talking about old old stuff.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so yes, sir.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, sir. Yeah, yes, sir. So, OK, I'll, I will, um, provide you some additional information in a moment. So, first off, Mr. [PII],
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And and this this is uh this this is my mom who's on this policy, but she's no longer able to.
[CUSTOMER][NEUTRAL] You know, do stuff like this, and, and that's why I'm calling this morning. Uh, mom's fixing to be [PII] and, and, uh, what she wants to, we're trying to save up, you know, keep it where we can keep her taken care of, and, uh, we, we're gonna cancel this policy and I know I'll have to get a letter and get her to do the best she can to sign it or either send you all a a copy of my power of attorney for business.
[AGENT][NEUTRAL] OK, so yes, sir. So Mr. [PII], let me verify the information on file for security first and then I'll be glad to answer as many questions as I can for you. I will be limited on some information simply because
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of the policy being in your mother's name, but I will go over some information with you in a moment. OK, so if you could please verify your mother's name and date of birth.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh [PII], [PII].
[AGENT][NEUTRAL] OK, thank you and also her home mailing address.
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[CUSTOMER][NEUTRAL] George Mason Road.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] And her zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the phone number that we would have on file for Miss [PII].
[CUSTOMER][NEUTRAL] Uh, I'm sure it's her home phone, which she no longer has, but I'll give it to you. It's excuse me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Uh-huh. OK, thank you.
[AGENT][NEUTRAL] OK, so you said that Mr. [PII], you do, you want y'all are wanting to find out about how to cancel this policy, and then you said that you also have power of attorney, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, I have, I have medical and uh uh a business I guess you call it a legal power of attorney.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what we will need to do in order to be able to speak to you freely and to, you know, if you want to cancel the policy process that request if Ms. [PII] is not able to do that herself, we will have to receive a copy of the power of attorney first and have that put on file so that you can do things on the policy, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So do you have the you can eat.
[CUSTOMER][NEUTRAL] OK, well, let me ask you, is, is there a way, is there a way I could do that by email?
[AGENT][NEUTRAL] You can, and I was about to give you.
[CUSTOMER][POSITIVE] You know, because it'd be so easy to send you a copy.
[AGENT][NEUTRAL] Yes, sir. I was about to give you the email address to send it to.
[CUSTOMER][POSITIVE] OK, great, great.
[AGENT][NEUTRAL] So just let me know when you're ready.
[CUSTOMER][NEUTRAL] Uh, I, I'm ready. I just got me a pen.
[AGENT][NEUTRAL] OK, so the email address that you're gonna send everything to is [PII].
[AGENT][NEUTRAL] T E A M.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, one sec, hang on a minute, my, you know, you're gonna grab a pen, won't write. Uh, one second, let's see if I can.
[AGENT][NEUTRAL] Of course, that happens to me all the time.
[AGENT][NEUTRAL] That happens to me all the time.
[CUSTOMER][POSITIVE] I know. Alright, I got it. I got it right. I, I shook it real good. It's right [PII].
[AGENT][NEUTRAL] [PII], yes, they're at.
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Public
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So again, that's [PII].
[CUSTOMER][NEUTRAL] Alright, I'm, I'm.
[CUSTOMER][POSITIVE] Great, I got it. I got it. I'll just send, I, I have all this on my, I actually have all this on my phone, uh, because I even have a medical or if you ever were at the hospital and had to have it, you can just, you know, quick email it to somebody to make it, you know, it, it saves time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, absolutely. So, yes, sir, you can email both of those if you want, um,
[CUSTOMER][NEUTRAL] E
[AGENT][NEUTRAL] Or just the one to that email address. Now, the policy number that you gave me, Mr. [PII], it's very close. For some reason, way back when, um, it put that one in there that's at the beginning after the 0, and it actually should have just been a 0. So, if you will change that one to a 0.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So, so
[CUSTOMER][NEUTRAL] OK, so it should be 00440.
[CUSTOMER][NEUTRAL] 80
[AGENT][NEUTRAL] Uh, let's see, you missed a 4. Well, you missed a 4. So you gave it to me correctly, it's 00.
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] 44.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 04.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 80.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright I'm gonna write that again because I kinda got a shaking hand. I'm not a young fellow myself. Let's see. 00440480.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, sir, that is correct. So you can include in your email when you send it, Mr. [PII], you can ask um for someone to call you once that power of attorney has been processed and put on file. You can also include in the email what you're wanting to do as well about canceling the policy, and you can ask for someone, like I said, to call you back once everything has been processed.
[CUSTOMER][NEUTRAL] Alright, alright, OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, well, and, and it's not that it hasn't been, uh, something that would have been beneficial to her. It's just a matter of moms. She's at the point that she doesn't need a cancer policy anymore, you, you know what I'm saying.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, I understand.
[CUSTOMER][POSITIVE] Uh, she, she probably wouldn't take any treatment if, if they did find some, uh, but, and, and I'm used to this happening. It's kind of, uh, frustrating to have to go through it, but I understand. I'm a retired veterinarian and I understand from y'all's legal standpoint, uh, it has to be the right paperwork for y'all to discuss it with someone, you know, I, I certainly understand, and this, this will make it so easy.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Absolutely, yeah, for all the HIPAA and legal. Mhm.
[CUSTOMER][NEUTRAL] Right, right, well, there's times I think HIPAA has, uh, interfered with, uh, people getting things done, but I understand why it's so important with the, the way people are scammed nowadays, but, but I'll get all this.
[AGENT][NEUTRAL] Exactly, with all of the.
[AGENT][NEUTRAL] Yeah, we live in a different world than we used to, that's for sure. So, you know, we do, there's a lot of paperwork and legwork that has to be done, you know, with a lot of things now that it didn't quite have to be so much so in the past, but again, it is for the best interests of the insured.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Um, for security reasons.
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEGATIVE] Sure. Well, as I, as I like to say, handshakes don't count anymore and that's sad.
[AGENT][NEGATIVE] It is sad. It is sad.
[CUSTOMER][NEUTRAL] You know what I mean, you said you, you, you shake, shake hands with somebody and you knew it was written in blood almost nowadays that, that, that does mean thing but uh do I need to put attention.
[AGENT][POSITIVE] That's right.
[AGENT][NEGATIVE] That's right, and that's a shame.
[CUSTOMER][NEUTRAL] Do I need to put attention anyone in particular or just it it's the right person get it to this email?
[AGENT][NEUTRAL] No, sir. Once it, right. Once the care, once it comes into the care team, then they, it will get sent to the proper division because this will have to go through legal so that they can, you know, just verify the legal documents and all of that. So, yeah, you don't have to just send it to the care team, reference her policy number.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And you can put her name and then like I said just include in your email what you're trying to accomplish and you can ask for someone to give you a call back once everything has been processed and give your phone number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right. You, your, your name again, I, I can't remember names was, was, was it, do I remember [PII], is that right?
[AGENT][NEUTRAL] Yeah, that's OK.
[AGENT][POSITIVE] Yes, sir. You've got it. Your memory is better than you think it is.
[CUSTOMER][POSITIVE] Well, well, I, I just had, I just had a good day that's all today, but [PII], you've been very kind and patient with me, and, and uh I really appreciate it and I'll, I'll get this done probably about first of the week I'll get an email out.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] And that'll be fine cause we will be out on Monday to Mr. [PII]'s for the holiday. That doesn't mean you couldn't email it, but we will, you know, there, we will not be working on Monday, so.
[CUSTOMER][POSITIVE] Oh, that's right.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Well, you know, you know, ever since I retired, I don't get a day off for a holiday anymore because every day is a holiday.
[AGENT][POSITIVE] That's right. That's right. And I hope you're enjoying as much of your retirement as you can.
[CUSTOMER][NEUTRAL] Well, the only thing I encourage people and, and I'll be honest, uh, I did it at [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, which most people won't do, but as soon as you're financially able, uh, do it because we don't know, uh, thank goodness, uh, [PII] didn't tell us when we're gonna leave this world, uh, but, uh, you know, I've dealt, I, I've been having to deal with cancer myself and, and, uh, you know, you just live every day to the fullest and for him and, and, uh, so you, you, you, you get, you get your retirement plan good because it's wonderful.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, he doesn't.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Well, that is, that is exactly right. Everything you just said. We do not know how long we're here. We are not promised tomorrow, so we should live every day.
[AGENT][POSITIVE] To its fullest, absolutely.
[AGENT][NEUTRAL] And I
[CUSTOMER][POSITIVE] and realizing that eternity is real. It's just two choices and we want to make the right one.
[AGENT][POSITIVE] Amen to that. I'm with you most definitely on that one.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Well, Mr. [PII], it's been my pleasure.
[CUSTOMER][POSITIVE] [PII], you, you have a, you have a good weekend.
[AGENT][POSITIVE] Well, thank you, sir. So, I hope you, um, have a great weekend as well. Is there anything else that I can help you with this morning?
[CUSTOMER][POSITIVE] No, ma'am. I appreciate your help.
[AGENT][POSITIVE] OK. Well, you're certainly welcome, Mr. [PII]. And again, it was my pleasure in speaking to you and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yes, ma'am bye bye.
[AGENT][NEUTRAL] All right. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.